Improved Checkout Process
Role: Strategy, Creative Direction & Resource Management
It was brought to my attention that our Quality Assurance team as well as our Technical Service department were receiving numerous emails and calls about customers struggling to make it through the checkout process on HomaxProducts.com.
Under my direction, my department conducted some in-person moderated usability tests and identified the issues. We quickly prototyped a design solution to remedy the challenges are users were facing and had a developer implement the changes.
Several months later, upon review of Google Analytics, we saw a 9% lift in users successfully making it through the checkout process. Additionally, Technical Service support calls regarding the issue stopped entirely.