Project Description

My Role: UX Direction, Customer Research, Project Management.

Designer: W. Murphy

At Erin Condren, there is a period of time when planners are unavailable to purchase. During this time, product category pages simply featured a coming back soon message. Customers took to social media and reached out to customer support to express their confusion over their inability to purchase products.

Customer Research

Based on this feedback, I organized customer journey maps of both new and returning customer persons within gifting and self purchase flows. This helped us establish pain points and areas of opportunity for the team.

Creating an Action Plan

After sharing my findings with stakeholders, I established a plan of action to improve this customer experience. We had 3 main goals to guide the specific tasks:

• Always give customers a conversion option.

• Educate and give customers an easy way to purchase in the future.

• Redirect to other products or promotions.

UX Direction

I provided a basic wireframe and guidance for an updated category page design that better educates on the take down period. The new design achieves our goals of conversion, education and redirection through various methods:

• I requested featured products that gives self purchase and gifting personas conversion paths through in stock related products and gift cards.

• Collaborated with the social team to provide a text sign up alert.

• Worked with the marketing and copywriting teams to provide clear customer education on our back soon period and what to expect.

• Worked with the ux designer to achieve all these goals in an easy to digest design.