Boosting online revenue through customer satisfaction.
In 2010, I was approached by Printdesigns to help them streamline their sales process and improve online presence in a very saturated market. The company's previous system was based on static product pages and Google Checkout widget, yet their customer service levels and superb stock quality were gaining on popularity. It was time to give the company a much needed boost.
First thing to do was to find the best possible way to minimise user friction when interacting with an online store platform. Visitors should be able to learn about the products offered, their benefits, buy them easily and stay updated about their order progress.
One of many customer journeys concepts.
I've completed this, by twisting a bit a standard product page view, take away all the information that is not essential to the purchase and replace it with an easily scannable shortlist of features, which makes this part of the journey quick and easy.
Apart from a product page, I've improved the whole checkout process, by stripping out unnecessary form elements, minimise friction when it comes to payment methods and adding useful information to the order confirmation page. All of this assures people that Printdesigns can be trusted with their money, especially since they mostly deal with other businesses.
After a few design iterations and a several weeks of development, which involved importing old data into a new platform, we have finally launched the concept you can see below. The design is very effective in presenting customers with some solid recommendations, giving them meaningful information about the products and guiding them through the checkout process.
Within the first 3 months since launch in June 2011, we've noticed a significant increase in both turnaround and conversion rate, compared to the old site design, which further cements the fact about design being able to make or break a business.