Objective
Savoo is a money-saving voucher code website that provides deals to customers when they make online purchases.
To design a webpage for the implementation of gift cards for users that users can claim as a reward for making certain purchases using discount codes or deals from the Savoo website.
Define
I initially conducted research on the business's values, competitors, and target audience to gain a better understanding of their brand and industry.
I created an affinity diagram to identify the scope of the project ask. This exercise helped me decide on the design direction and the three key areas I should focus my time on based from the user interviews.
Meet The Users
I synthesised qualitative data into actionable insights through journey mapping and competitive analysis, and created the following user personas:
This is Anthony
Anthony is a regular online shopper who spends his time looking for the best deals. He has used the Savoo website in the past, but found it difficult to claim his rewards resulting in him having to contact customer services.
This is Ese
Ese frequently shops online, and is looking for the best way to save money on her online purchases. This is Ese's first time visiting the Savoo website, and is hoping to save money on her next online purchase.
Mapping Ideas Through Sketches
I began with hand-drawn sketches to explore layout ideas quickly, focusing on usability and core functionality.
Sketches to Wireframes
I transitioned from hand-drawn sketches to mid-fidelity wireframes, refining layout, navigation, and content placement.
Wireframes
Before embarking onto preliminary user testing and high fidelity mockups, I brainstormed on potential UI designs, illustrating wireframes to get a feel for the app and it's core features.
I then transformed these sketches into wireframes, and created a prototype using the monotone wireframes which I used to conduct preliminary usability testing.
Designs
The designs create an intuitive app experience for customers. The new app provides users with the ability to process and monitor account transactions whilst on-the-go. This improved the overall users banking experience.
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Green Money
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Wireframes
To lay the groundwork for preliminary user testing, I started by brainstorming and sketching design concepts. I then converted these sketches into wireframes and built a prototype, which I used to conduct early-stage usability testing.
Design
After testing, I chose to amend existing copy to clarify the journey for customers, whilst keeping the new design consistent with the current design.
After further testing and iterations, I explored some additional options which I presented to the stakeholders, and they were approved and carried forward.
health claims
Because updating your claims should be easy.
Testing
I then transformed the wireframes into a clickable greyscale low-fidelity prototype. The use of a greyscale prototype allowed me to run early usability tests. User feedback and testing informed iterative improvements, which overall decreased the number of iterations required to the later versions.
Design
The new designs provide clarity, ease of use, and accessibility, ensuring a frictionless experience from start to finish.
A streamlined four-step clear and concise process designed to guide users seamlessly through claiming their reward gift card.
By simplifying each step and incorporating user-friendly design elements, the claim process minimises confusion and enhances user satisfaction.
Design
The new designs emphasise clarity by providing transparent information on fees upfront and incorporate intuitive visual cues to help guide users through each step.
I restructured the user flow to ensure a seamless experience for both EUR and USD transactions.
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Design
After testing, I chose accordions for benefit limits to give customers viewing control and extended the billing table to include potential shortfall amounts and reasons.
Following discussions with Legal, Compliance and Risk, we amended the copy to provide clarity for users. After further testing and iterating, I explored some additional options which I presented to the stakeholders, and they were approved and carried forward.
The new designs allow customers to intuitively view benefit limits and shortfall amounts in MyAviva's claims section, eliminating the need to contact customer services for assistance.
Results
The new designs have so far had a marked improvement in how users view benefit allowances and shortfall information, and has undoubtedly reduced the amount of contact made with customer services regarding benefit allowances and shortfall amounts.
The new “View and update existing claims” card on the make a claim page emphasized to customers that there was a difference between starting a new claim and viewing or updating existing claims. The wording and layout of the make a claim page is also simplified and concise.
Result
The new designs have so far had a marked improvement in how users update existing health insurance claims. This has resulted in an 87% reduction in the creation of duplicate claims.
Results
The redesign led to a significant improvement in user satisfaction and efficiency. After implementing the new flow, user feedback showed a 30% reduction in complaints related to currency conversion fees.
Once users submit their claim, they receive confirmation that their claim is received, and is being processed.
Results
The new designs had a marked improvement in conversion rates, and an 87% reduction in the amounts of complaints received regarding reward gift cards (within the first six months of the designs being live).
