The Client
A leading smart home company in North America, Vivint delivers an integrated smart home system with in-home consultation, professional installation, and support delivered by its Smart Home Pros, as well as 24/7 customer care and monitoring.

The Situation
While Vivint offers a variety of smart home products that meet a diverse set of customer needs, not every product would be relevant for every user. With this in mind, the company wanted to focus on quickly directing web visitors to the right content. By tailoring content to dynamically match user preferences, Vivint hoped to both educate visitors to relevant product offerings and increase the quality and volume of new leads.

The Challenge
Like many companies, Vivint understood that it needed to deliver personalized product recommendations to web visitors, but the path forward on how to deliver those recommendations wasn’t immediately clear. First, the company needed to determine how to segment products based on user personas. Then, it had to understand how users would reveal their preferences. And finally, it had to decide how content would change in response to those preferences.

The Solution
Vivint chose Elevated Third to set the strategy and develop the roadmap for its success. Elevated Third created the concept of a personalization wizard, and the teams created and tested and refined question sets, then developed dynamic content pathways based on the user personas that align with the results of those questions. Depending on a visitor’s answers, the results page will display one of three personalized smart home kit recommendations, along with personalized content based on a user’s location.

The Results
As the wizard proves its effectiveness over time, ongoing optimization will improve conversion even further to increase call frequency, increase the productivity of sales calls, and improve sales-to-install rates across the organization.