Customer Request Flow
Objective
To reduce the friction and drop-off rate of customer making requests using our product.
The Process
Research + Insights
In order to truly understand where the challenge with our current experience was, we conducted surveys to form a journey map in combination with drop-off and behavioural data. We were able to identify specific pain-points and experience detractors.
Concept + Validation
I then used that data to adjust parts of the journey map and interfaces to correct the issues. For instance, we had very few customers who made repeat requests on our platform, after speaking to these customers - the majority of them couldn’t find the “make a request” feature because it was hidden by notifications.
Final Design
I was able to make quick adjustments and flow changes that predicted which services and professionals the were looking for, surfaced additional information to help them complete requests and increased awareness for making additional requests.
