How do I place or find my order?
The challenge_
HomeWiseDocs customer service calls were increasing with users unable to perform basic tasks on the website. Most alarming was the users' failure to understand how to place an order, the core revenue stream for the company.
The outcome_
There was a 75% reduction in customer service calls. In addition, order placement timing on the site went from an average of 18 minutes to less than 2! HomeWiseDocs also gained new clients and increased retention of existing clientele.
First, I worked closely with the executive, marketing, and development teams to accurately understand business goals. Next, we went back to basics by conducting user research, competitive analysis, and iterative testing to establish where the pain points were within the current system.
We concluded that the site required more than a redesign. A new infrastructure was needed to allow for the scalability of new feature sets and ease of maintenance. Upon completing the back-end, we could create a brand new user experience from the ground up. It allowed for tremendous ease of use and simplified the user journey. For example, a robust search bar lets all user types navigate quickly to their desired location within the website.
An analytics dashboard system was designed for association managers to gain valuable insights into their properties and document management. In addition, association management companies were reassured of their documents and client safety with increased security measures implemented on the platform.
