Welcome to my portfolio.
Please explore one of the projects underneath
Refer-a-friend to the biggest financial app
Grab the best deal at the right store
Cashback missing? Start claiming now!
Refer-a-friend
The context
Woolsocks wants to increase the app download by motivating the current users with inviting their friends.
The problem
The current referral program isn’t performing.
The objective
Research and design a new flow where the inviter has an easy to invite flow and the invitee an easy on-boarding experience with Woolsocks. Stakeholder focus is on increasing conversion rates.
Research
Start with a week of research
5+ user interviews
Mapped out competitors
How is the user experiencing the current flow
What did they really want and need?
Understanding the user wants, needs and expectations
User interviews results
The reward weren’t satisfying enough to go through the entire hassle
The inviter had to check-up on his invitees time to time if they already joined the app
The invitee was overwhelmed with what needed to be done.
The user wants an easy to use interface.
Instructions how the referral program works and clear information exposure for the inviter and invitee
A reward for the inviter and invitee in the cashback sock.
Key takeaways all insight and data
Wireframes
Quick acces status update
Singular CTA to bring ease to the user
Clear communication what the expectations are
Specific feature/flow highlights
The invitee should be able to easily follow the status of invite process
Launch a new way to verify without connection your bank account
Pre-explore the gift card before starting the flow
The designs
Grab the best deal in the right store
The context
Woolsocks had a huge inflow of users complaining why they can’t receive their grocery cashback
The problem
Users are buying the deal in the wrong store and then contact Customer Support to ‘fix’ the problem.
The objective
Analyse tickets of the users, iterate on existing UX-designs and perform A/B tests. The focus is on decreasing the customer service tickets.
Research
Start with a week of research
Categorise 350+ tickets with complaints
Map out the stores and locations
Understanding the user wants, needs and expectations
How is the user experiencing the current flow
What did they really want and need?
Analysis
We noticed that a lot of the complaints came from in and around randstad.
The biggest store that reports came from is AH and Jumbo
The reporters were convinced that they ordered at the right store
Make it more clear where certain products can be bought in UX
Colleberate with Marketing to visually highlight which stores that are participating
Key takeaways all insight and data
Wireframes
User desires a quick check for availability
Itterated on existing design system
Specific feature/flow highlights
Visually add quick recognition
WIP: Geolocation Push Notifications
The designs
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
