Instant refund experience design
Opportunity
We were engaged by Refundid to redesign their product’s interface and improve the user's experience. We focused on their customer acquisition strategy to achieve the main objective of reducing the prospective customer drop-off rate during acquisition.
WHAT WE DId
We were engaged by Refundid to redesign their product’s interface and user experience, to optimise the funnel and improve its conversion rate.
We designed a process that allowed customers to easily understand how to get a refund, using the following steps:
- Redesign of the customer acquisition journey
- Redesign of the refund journey
- Concept testing, gathering customer insights and synthesis of learnings
- Redesign of the customer dashboard
- Redesign of the public website
- Enhanced the overall brand look and feel.
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Outcome
By working through this process, we optimized the customer acquisition journey from the initial touchpoint at the retail site. We integrated the journey into the Refundid platform to successfully process a refund. We assumed that by placing greater emphasis on onboarding, educating customers on how the product works, being transparent about the service, and setting expectations early, we would generate warmer leads to help Refundid scale up once the product goes live.
We validated our hypothesis with a small number of customers. We found that all customers understood how the product worked. They were excited about the service's value proposition and reacted positively to our proposed new experience, as well as the look and feel.
OUTCOME
Results
$1.9M
AMOUNT RAISED
90%
Avg. Increase in repurchases
3X
Faster customer repurchase rate
Joel Aaron
Co-Founder & Head of Product, Refundid