Basket Funnel

The Problem: We have an 80% drop off between the basket and the first few pages of the checkout funnel. Many of the users called the call centre to complete their purchase, However; we want to reduce these numbers as they equate to approximately £10 per call.

User Research: Through user research and discussions with the call centre, I discovers that a high percentage of people were getting confused when trying to login and had forgotten their password, they were not given adequate confirmation following their actions. This was an additionally barrier to purchase additionally there was a perception that registering for an account took longer and so people opted to call.

The Solution – Redesign the user journey, give confirmation along the length of the journey and allow people to continue as guests. (This section has not  been development at this time and therefore no final conclusion can be written. 

Link to Prototype

 

Plans Mobile

The Problem: We needed to revamp the plans pages as people did not fully interact or understand what plans were. 

User Research: Through research we found that users did not fully understand what a plan was or how they would benefit from it. 

The Solution:  Phase 1 Explain what plans were, how they benefitted users, a simpler design with all actions highlighted to give the user full understanding of progress. 

The Solution:  Phase 2 Users wanted to be able to configure and add to their plan, this will be added once the logistic of giving the user savings based on their selection has been ironed out.