Post Purchase
Role: UX/UI Lead, Research, Strategy
Duration: 2022 - 2023
Overview
I created a personalized and engaging Post Purchase experience for customers to streamline next steps.
Problem
There was a 20% increase in order cancellations. Qualitative data showed that estimated delivery dates, buyer’s remorse, or the level of technology associated with Sleep Number’s smart beds were impacting returns.
Research
Research included collaborating with cross-functional teams to define goals and ideate solutions.
Design Sprint
Organized a cross-functional workshop to facilitate ideas, and define business and user needs.
User Research
Conducted a competitive analysis, explored best practices, and gathered existing metrics to identify areas of opportunity.
Usability Testing
Facilitated moderated testing on polished designs to gather unbiased feedback.
Design Sprint
Organized a cross-functional workshop to facilitate ideas, and define business and user needs.
User Research
Conducted a competitive analysis, explored best practices, and gathered existing metrics to identify areas of opportunity.
Usability Testing
Facilitated moderated testing on polished designs to gather unbiased feedback.
Design
During the design process, I closely collaborated with product managers, engineers, and stakeholders to define vision and strategy, and align communication across the entire design process.
Scheduling
Provided an intuitive scheduling process that aligned delivery capabilities with more precise dates and times.
Information Clarity
Highlighted key information provided by user feedback earlier in the shopping and checkout path to provide clarity on delivery.
Engagement
Included resources such as steps to create an account, Sleep Number app onboarding, and information on smart bed features to keep customers engaged.
Scheduling
Provided an intuitive scheduling process that aligned delivery capabilities with more precise dates and times.
Information Clarity
Highlighted key information provided by user feedback earlier in the shopping and checkout path to provide clarity on delivery.
Engagement
Included resources such as steps to create an account, Sleep Number app onboarding, and information on smart bed features to keep customers engaged.
Outcomes
Creating a more engaging post-purchase experience for users, provided clarity for customers between order to delivery.
Order Cancellations - decreased by 10%
Pre-delivery next steps - increased by 45%
Streamlined engagement - fewer clicks from confirmation to delivery
Order Cancellations - decreased by 10%
Pre-delivery next steps - increased by 45%
Streamlined engagement - fewer clicks from confirmation to delivery