App Onboarding Screens
About
Much like the shipping email series, the onboarding screens needed a branded update. The current screens were outdated, not app-like and lacked customer engagement and information retention.
Challenges
Bare bones branding
Easily outdated imagery due to seasonal inventory changes
Low app engagement and membership enrollments
Process & Resolution
Discussed user research findings from Invenio
Prioritized app benefits down to X slides for quicker access to content
Updated to co-branded language and branded animations
Added ‘Next’, ’Skip’ and ’Create Account’/‘Log In’ buttons for easier navigation
Added the ‘Enable Notifications’ slide to capture engagement
Self-Service Portal
Our small and mighty Customer Service team handles a large volume of issues daily, but the pandemic created an overwhelming load. They asked for a portal to funnel and prioritize customer issues between ones that could be easily resolved through automation vs ones that needed an actual Customer Service Specialist.
Product Marketing and Developers brainstormed achievable self-service solutions
Based on competitive analysis, UX designer proposed a choose-your-journey type design complete with baseline language
After discussing with Customer Service, I updated the language for uniformity and flow, using first person POV to empower the customer in sharing their issue and being able to resolve it (hopefully immediately!)
