Enhancing E-commerce CX
Skillsets:
UI Design, UX Research/User Testing
Duration:
3 weeks
Challenge
ABC Electronics identified the following CX challenges:
High cart abandonment rates.
Lengthy checkout process.
Lack of personalized product recommendations.
Solution:
Streamlined Checkout: We reduced the checkout steps from six to three, making it faster and more user-friendly. As a result, cart abandonment rates dropped by 20% in the first month.
Personalization: Implemented a recommendation engine based on customer browsing and purchase history. This led to a 15% increase in average order value.
Live Chat Support: Added a live chat feature for real-time customer support. This reduced customer complaints and improved satisfaction.
Results:
- Cart abandonment reduced by 20%.
- Average order value increased by 15%.
- Customer satisfaction improved by 30%.
Solution
Create a simplified look while keeping the same brand identity to ensure
ease of use for consumers.
Spotify and Youtube have a prominent young adult user base (ages 18-34),
providing curated and personalized entertainment.
While both of these platforms are popular, users are often overwhelmed
with the amount of features offered and not being able to easily access
content they want to access.
How can we create a more intuitive design
to encourage daily use?
Spotify Redesign
Youtube Redesign
Spotify
I interviewed a total of 6 people (ages 20-23) ranging from
people who use the platforms all the time to hardly.