Redesigning the customer experience post-conversion
The business challenge:
How do you make a membership product stickier? With subscription services as popular as ever, we're not the first UX team to be tasked with this particular conundrum. Though we may be the first team to have so much fun solving for it. First step? Research, of course.
The design sprint
My team's role:
Cross-functional collaboration is the name of the game when tasked with a big opportunity.
My team and I gathered the key stakeholders, including exec team members, product managers, analysts, and engineers, along with UX the team, to meet in person and get to work.
We focused on mobile web since 80% of customers convert, or join, JustAnswer there.
Quick sketching & prototyping
Design & iteration
A more engaging design, leaning into conversational UX so the customer always has a way to connect with and discover the product.
Also, added functionality so the customer is in control of their experience.
Finally, adding modular components so we can easily and quickly test new ideas, like adding videos or expected wait times.
The result: an idea that works everywhere
The simple, clean, engaging design was easy to bring to other sections of the post-conversion experience; including the page where customers talk to the experts and the dashboard. This allowed us to create one experience for the entire post-conversion journey.
Huge victory!
