Streamlining the online shopping experience
Interaction design
Conversion optimisation
E-commerce
Summary
Mobiel.nl, a leading online retailer for smartphones and plans in the Netherlands, sought to enhance their website's user experience, improve conversion rates, and reduce pressure on their customer service team. They aimed to optimize their webshop and sales funnel for a more intuitive and user-friendly experience on desktop and tablet devices.
The opportunity
This project presented an opportunity to improve the overall usability and effectiveness of Mobiel.nl's website. The goal was to create a seamless and engaging experience that would lead to increased conversions and a more efficient customer service process.
Design
We redesigned the website's user interface, focusing on streamlining the shopping journey and making the process as user-friendly as possible.
- Optimized Sales Funnel: We designed a clear step-by-step checkout process to guide users through the purchase flow, ensuring a smooth and intuitive experience.
- Improved Product Page: The product page was redesigned to prominently feature relevant deals, automatically adapting to the user's browsing history (e.g., showing deals from comparison sites) and offering a customized plan selection tool.
- Enhanced Customer Service: We redesigned the customer service section to make it easier for users to find answers to frequently asked questions, reducing the burden on the customer service team.
Results
- Increased Conversion Rates: The redesigned website resulted in improved conversion rates, indicating a significant improvement in the effectiveness of the sales funnel.
- Reduced Customer Service Burden: The enhanced customer service section led to a decrease in customer service inquiries, demonstrating a successful reduction in the workload for the support team.
- Improved User Experience: The redesigned website received positive feedback from users, with increased satisfaction with the overall browsing and purchase experience.
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