Cashback missing? Start claiming now
The context
Customer Support receives a substantial amount of reports of missed cashback which takes a lot of time to check
The problem
Customer Support uses 65% of their time to check these reports manually.
The objective
Start a competition research and create new design flows. A/B test with increasing user count and iterate after receiving feedback.
Research
How is the competition doing their claim flow
What did they really want and need?
Understanding the customer wants, needs and expectations
Start with a week of research
Competition research
Customer Support ticket analyses
Analysis
Most of the competitors are directing the users to the customer support.
One of our inhouse brands, opzeggen.nl, are using an automated system
Users didn’t understand what they did wrong even though the steps are explained
Some users felt like the company is a scam and that they won’t get their money back due to the response time.
User just want their missed cashback
Automate most choices to shorten the time needed to claim
The solution has to be in-app.
Educate the user how to succesfully get cashback
Key takeaways all insight and data
Wireframes
Clear flow so that the claim can be done by the user without assistance of Customer Support
Create a flow if transaction is unknown
Informative and/or error communicated through bottom drawers.
Specific feature/flow highlights
Create 3 different cashback flows
The user can send in their claim in a couple of clicks
Inform the user that cashback can be claimed after 48h.
The designs - happy flow
The designs - manual flow
If the user can’t find the transaction they have the option to manually enter the missing information through the ‘Cannot find it?’ CTA
