Countdown Specials HUB

Specials HUB

Countdown mobile App

The problem(s):

• User engagement is not increasing.

• There is not enough personalised offers.

• Confusion between Specials and Great Prices offers.

• Customers find the Specials HUB page overwhelming and busy.

• 12,000 average sessions are recorded at the Specials HUB with less conversion.

User expectations:

• Easily find the needful offers that meet my requirements.

• It's unclear to choose between Specials and Great Prices.

• Effortlessly understand the promotional price and can choose the product that gives the best value.

• Ensures my purchase is correctly charged (and delivered) or provides me the availability at my nearest store for pickup.

My approach

Methodology
Design Thinking
Journey Mapping

Heuristic Analysis point 4 (Consistency and Standards) is failed. User is prompted with wrong alert (Nielsen Norman).

Surveys
Interviews

The Red color numaric values indicate negative values for financial terms. This is creating confusion for the user.

Analytics data
Analytics Data

5/5 participants question, why the credit card summary displays the CR symbol in red colour for multiple times.

Reiterate
Co-Design

If the credit card account is more than the credit limit, display the CR symbol in green colour.

The findings

Opportunities
Countdown specials HUB opportunity discovered 1

Countdown Mobile App

Specials HUB research

Authenticated user journeys will help greatly to customise the Specials HUB for that particular user based on their purchase patterns and behaviours.

Countdown opportunity discovered 2

Countdown Mobile App

Ambiguity in the journey

Multiple action points on a single mobile screen are an open invitation for cognitive load. The journey mapping finds multiple heuristic points that failed in this journey.

Countdown opportunity discovered 3

Countdown Mobile App

Specials HUB personalisation

Drive the digital users to Sign in or Sign up. An authenticated user journey will help to learn the user's purchase patterns, needs, expectations, and behaviours.

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M: +61 435 122 341

E: [email protected]