+36%
Conversion Rate
When showing people more detailed delivery info than previously displayed. 4% uplift in overall conversion rate.
How did processes & tooling help?
The Insights Hub included past research made by a different team who found that “hidden costs” in the checkout is one of our largest customer frustrations.
Conducting a Design Kickoff with multiple designers helped align the direction with Omnichannel features also in development earlier in the process, reducing the risk of late rework. The overall design quality was also elevated thanks to the extra focus.
2x
Average Monthly Revenue
Credited to increase of registered B2B customers through an automated account registration, compared to previous manual workflow handled mostly through email (roughly 3000 per quarter).
How did processes & tooling help?
Using Service Blueprints aided in the Discovery and Prioritization phases for the B2B Product team. The mapping identified a large chunk of manually handled steps which relied on legacy tooling.
+1.6%
Add To Basket
By simplifying and better prioritizing information above-the-fold gives more visibility to key decisions.
How did processes & tooling help?
The Insights Hub contained previous research which highlighted information most is most important to a person when deciding to purchase a home appliance.
In a Design Kickoff the team was able to align with a discussion on how to prioritize information within a hierarchy with this and future work.
+1.2M DKK
Annual Profit
When highlighting delivery service options most beneficial to the business case.
How did processes & tooling help?
A Design Kickoff highlighted what we could accomplish with our existing design system components, have high accessibility, and limit development scope.
17,500
Reservations
During the first year of Skousen’s version of Click & Collect.
How did processes & tooling help?
Documenting with Service Blueprints not only showed how the experience came together, but also highlights frontstage and backstage actions ready for automations to better support internal users.
Conducting a Design Kickoff with multiple designers helped align the direction with other features also in development, reducing the risk of late rework. The overall design quality was also elevated thanks to the extra focus.
+17%
Payment Step Conversion
By providing more helpful error messages for users. Equivalent to additional 200.000 dkk revenue during experiment period.
How did processes & tooling help?
A Design Kickoff helped identify that a simple change of error messages as the most viable change for improving high dropoff at a critical step in the funnel.
