Optimising registration
Optimising registration
Optimising registration
Overview
This case study explores the challenges, strategies, and outcomes of optimising the Swoop signup flow to create a more seamless and user-friendly experience.
TL;DR: the impact
• 42% Decrease in customer support calls
• 58% Reduction in the number of drop-offs for first-time users
• 70% Reduction in the time taken to complete the flow
• 16% Increase in the number of sign up to the platform
My contribution
Product design
UX research
Facilitation
The team
1 × Product Manager
1 × Product Designer
3 × Engineers
2 x Customer support
1 x CEO
Year
2020
Overview
This case study explores the challenges, strategies, and outcomes of optimising the Swoop signup flow to create a more seamless and user-friendly experience.
TL;DR: the impact
• 42% Decrease in customer support calls
• 58% Reduction in the number of drop-offs for first-time users
• 70% Reduction in the time taken to complete the flow
• 16% Increase in the number of sign up to the platform
My contribution
Product design
UX research
Facilitation
The team
1 × Product Manager
1 × Product Designer
3 × Engineers
2 x Customer support
1 x CEO
Year
2020
Overview
This case study explores the challenges, strategies, and outcomes of optimising the Swoop signup flow to create a more seamless and user-friendly experience.
TL;DR: the impact
• 42% Decrease in customer support calls
• 58% Reduction in the number of drop-offs for first-time users
• 70% Reduction in the time taken to complete the flow
• 16% Increase in the number of sign up to the platform
My contribution
Product design
UX research
Facilitation
The team
1 × Product Manager
1 × Product Designer
3 × Engineers
2 x Customer support
1 x CEO
Year
2020
Process
Breaking down the project
I carried out a comprehensive design process, which included problem evaluation, user journey mapping, data analysis, user interviews, workshops, competitor analysis, and secondary research.
Exploration & evaluation
During the exploration and evaluation phase, I deeply investigated the problem statement, seeking to understand its root causes and potential solutions. The key to this was understanding our customers expectations through the use of moderated and unmoderated studies.
What were our measures for success?
• 20% Decrease in customer support calls
• 30% Reduction in the number of drop-offs for first-time users
• 40% Reduction in the time taken to complete the flow.
• 12% Increase in the number of sign up to the platform
Process
Breaking down the project
I carried out a comprehensive design process, which included problem evaluation, user journey mapping, data analysis, user interviews, workshops, competitor analysis, and secondary research.
Exploration & evaluation
During the exploration and evaluation phase, I deeply investigated the problem statement, seeking to understand its root causes and potential solutions. The key to this was understanding our customers expectations through the use of moderated and unmoderated studies.
What were our measures for success?
• 20% Decrease in customer support calls
• 30% Reduction in the number of drop-offs for first-time users
• 40% Reduction in the time taken to complete the flow.
• 12% Increase in the number of sign up to the platform
Process
Breaking down the project
I carried out a comprehensive design process, which included problem evaluation, user journey mapping, data analysis, user interviews, workshops, competitor analysis, and secondary research.
Exploration & evaluation
During the exploration and evaluation phase, I deeply investigated the problem statement, seeking to understand its root causes and potential solutions. The key to this was understanding our customers expectations through the use of moderated and unmoderated studies.
What were our measures for success?
• 20% Decrease in customer support calls
• 30% Reduction in the number of drop-offs for first-time users
• 40% Reduction in the time taken to complete the flow.
• 12% Increase in the number of sign up to the platform
A view of the first step of registration.
Outcome
In conclusion, the outcomes of this product case study demonstrate the successful implementation of my strategies, resulting in a tangible and positive impact on user engagement and overall product performance.
The process has now been reduced from 26 steps to 6. I achieved this by challenging the business to redefine customer requirements and implementing progressive disclosure to reduce the cognitive load on each page.
The impact
• 42% Decrease in customer support calls
• 58% Reduction in the number of drop-offs for first-time users
• 70% Reduction in the time taken to complete the flow
• 16% Increase in the number of sign up to the platform
Outcome
In conclusion, the outcomes of this product case study demonstrate the successful implementation of my strategies, resulting in a tangible and positive impact on user engagement and overall product performance.
The process has now been reduced from 26 steps to 6. I achieved this by challenging the business to redefine customer requirements and implementing progressive disclosure to reduce the cognitive load on each page.
The impact
• 42% Decrease in customer support calls
• 58% Reduction in the number of drop-offs for first-time users
• 70% Reduction in the time taken to complete the flow
• 16% Increase in the number of sign up to the platform
Outcome
In conclusion, the outcomes of this product case study demonstrate the successful implementation of my strategies, resulting in a tangible and positive impact on user engagement and overall product performance.
The process has now been reduced from 26 steps to 6. I achieved this by challenging the business to redefine customer requirements and implementing progressive disclosure to reduce the cognitive load on each page.
The impact
• 42% Decrease in customer support calls
• 58% Reduction in the number of drop-offs for first-time users
• 70% Reduction in the time taken to complete the flow
• 16% Increase in the number of sign up to the platform