I wanted to bring joy and delight to the customers – so I decided to apply persuasive patterns and behavioral economy in order to achieve goals.
I designed user flows and screens separately for mobile (320p) and web (1024, 768) – more than 100 pages overall.
Mobile navigation have its own specifics. Filtering is also crucial when navigating profound services with many goods. I mixed complex filters with the breadcrumbs (solution for web). It works perfect in all filtering cases. Most common paths are: mega-menu, search results, brands.
“MY ACCOUNT” section contains flexible options which help to view orders history, review wishlist and change personal details or password.
E-mail campaigns are the core revenue increasing technique for e-commerce service and the quality looking template is a-must-have. So, I designed templates and planned schedules for misc. campaigns, cart reminders, etc. – in a way user do not consider it annoying. Time factor for such campaigns is also crucial. So, we slightly help users to make their own decisions – in the end.
In this project I applied Persuasive Design Patterns (use of psychology, social biases, people urges, feedback and timing, perception and comprehension) in order to achieve business (behavioral) goals intertwined with user goals. I paid special attention to filtering and checkout processes as well as shopping cart, user comments and account sections.
The aims were high enough: 1. customer experiencing comfort, joy and pleasure (satisfaction moments) and 2. easily achievable user goals 3. perfectly working service cycle. In the result – our site praised by customers and most of them became loyal.
I’m using these tools to test and verify: Pagespeed insights & Lighthouse – speed optimisation. Google Analytics & Yandex Metrics – to verify goal achievements, conversion and gaining insights. Google Search console – for usability and accessibility issues and trouble removal.
I brought together a small team of engineers and regulate work scope. I ideate, plan, prioritise, articulate tasks and user needs, then propose solutions, technical implementations and provide examples. My aim is to help teammates in growth – so I always helping them to learn UX-aspects in the daily communication. This approach is fruitful. It saves much time later. I motivate engineers to work meticulously and without any pressure. Healthy culture in communication – is a must have.
I regularly consult business owner, propose revenue-increasing ideas and ways to improve service. I advocate for customers – I protect their rights here but always bear in mind business side of things. I don’t use dark patterns in communications (you’ll loose in a long-term). Customers loyalty, their satisfaction – the best metrics. I’m always open to change and flexible when it comes to decision making process. I adapt and learn every single day.
Besides my teammates I provided help to other specialists (SEO, content, logistics) – for them to maintain quality of service (content, brand communications, context, delivery, etc.). I’m always reflecting on experience and evolving as a personality and UX expert.
It is quite early to speak in numbers (YOY). But we increased sales indicators by x1.4 amount since the launch in late 2019. 67% of traffic are mobile. 36% are returning users – according to recent statistics. Users became loyal. Our stable activity in social networks, users comments, email campaigns, low price and quick delivery – all these factors helps users stay with iShooter on a long-term. They trust us & enjoy themselves. CSAT=86%. Revenue increased considerably with the help of persuasive design patterns. LTV steadily increasing as well as number of Active Users.
Since we launched in late 2019 – I maintained research, QA, further analysis. I caught big amount of minor bugs. I usually test service workflows on iOS (iPhone, iPad), MacOS, Android and PC. All these platforms/devices has their own tiny issues – so you must constantly test all the features, scenarios completion and user flows in order to make sure service design is perfect in the end. Since the launch I improved many CX, flows, modules, controls and features. And there are more to come. Stay in touch.