Customer Acquisition Through AI-Assisted Automation

Executive Summary

AutoKings Repair needed a stronger digital experience to attract customers, capture enquiries, and reduce friction in the booking journey. I redesigned the website, streamlined customer forms, and introduced AI-assisted workflow automation to connect customer enquiries with the business's internal processes, creating a faster and more efficient customer acquisition journey.

Audience

Prospective customers and the AutoKings Repair team.

My Role

AI / UX Consultant — responsible for customer journey analysis, website redesign, form optimisation, workflow design, and AI-assisted implementation.

Deliverable

Redesigned customer-facing website, streamlined enquiry forms, and connected data-capture and workflow automation.

Key Result

Created a more streamlined customer acquisition system connecting website → enquiry → structured data → business response

Business Problem

Business Challenge

AutoKings Repair's website was an important customer acquisition channel, but the existing experience created friction between discovering the business and submitting an enquiry.

Inefficient Information Capture

The existing form experience could be improved to capture the information the business needed while reducing unnecessary effort for customers.

Disconnected Workflow

The website, forms, and downstream business processes were not operating as one connected journey, creating opportunities for unnecessary manual handling after an enquiry was submitted.

Customer Journey Friction

The website could do more to communicate the value of the business quickly, help visitors identify relevant services, and guide them towards taking action.

The challenge was therefore to redesign the experience so that customer acquisition and business operations worked as one connected system.

Discovery and Analysis

I approached the project as a customer journey and workflow optimisation problem, rather than simply a website redesign. I considered both what customers experienced and what happened to their information after they submitted an enquiry.

Business Workflow Analysis

I traced the information captured through the website and considered how it was processed afterwards, identifying opportunities to improve data structure, routing, manual handling, and business response.

Automation Opportunity

I assessed where AI and automation could accelerate the transformation, including content restructuring, information organisation, form logic, data structuring, and workflow development, while keeping the overall customer experience human-centred.

Customer Journey Analysis

I mapped the journey from website arrival through to enquiry, identifying opportunities around messaging, service discovery, navigation, calls to action, and form completion.

The analysis established that the website, form, and business workflow should be treated as one connected customer acquisition journey.

Strategy & Rationale

I designed the solution around four principles:

1. Reduce customer friction

I simplified the journey from “I need a repair” → “I want to contact AutoKings”, reducing unnecessary decisions and making the next action clearer.

3. Capture better information

The form experience was designed to balance minimal customer effort with sufficient business information, improving the quality of enquiries without creating unnecessary friction.

4. Automate the workflow behind the experience

Information captured through the forms was structured and connected to downstream processes, creating a more efficient path from customer input → structured data → business response.

2. Design around conversion

Website structure, messaging, calls to action, service discovery, and forms were considered as connected elements of the conversion journey rather than separate components.

Design Process

Customer Journey & Architecture

I mapped the customer journey and restructured the website around the questions prospective customers needed answered: What does AutoKings do? Can they help me? Why should I trust them? What should I do next?

UX & Form Design

I redesigned the page hierarchy, content structure, navigation, calls to action, service discovery, and form flow to create a clearer route from understanding the service to submitting an enquiry.

I used AI-assisted workflows to accelerate areas including content restructuring, information organisation, form logic, data structuring, and workflow development, enabling rapid iteration across both the customer-facing experience and the underlying process.

AI-Assisted Workflow Development

The Solution

The final solution combined website redesign, UX optimisation, form transformation, and workflow automation.

Form transformation

Customer-facing forms were streamlined to reduce unnecessary friction while capturing the information required by the business, making the form a natural continuation of the website journey.

Website transformation

The website was redesigned to create a more modern, credible, and conversion-oriented experience, improving visual hierarchy, navigation, messaging, service discovery, and calls to action.

Information submitted through the forms was structured for downstream use, reducing manual handling and creating a more efficient customer → form → data → business response pipeline.

Automated data capture

AI-enabled delivery

AI-supported workflows accelerated aspects of the design and implementation process, helping to rapidly restructure content, develop workflows, and iterate on the solution.

The Outcomes

TenderTED created measurable efficiency gains while increasing the team's capacity to pursue new business opportunities.

50%

12

Form completion rate

Monthly enquiries

10

Customer acquisition conversion

Manual processing time

2x

Here's What Leadership Says...

Discover what our clients think about our service

"That capacity shift allowed us to focus on high-touch coaching during the Week 5 bootcamp rather than repeating basic presentations..."

Revenue Enablement Manager

"Before this redesign, onboarding felt like a continuous stream of unstructured meetings with no clear finish line... Now there is a clear start and end point, making things much clearer for all parties."

John Clare, Director, AutoKings

★★★★★

★★★★★

Contact

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Email

Phone

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+44 79300 49218

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