Accelerating Growth from Application to Activation
CWR delivers stress-free global drop-shipping with a wide range of products from over 300 manufacturers.
We transformed their application and onboarding processes, boosting customer conversion rates and reducing support calls, while equipping them with insights and streamlined workflows to fuel smarter growth.
The Problem:
CWR customers struggled with a confusing application process and a lack of onboarding, leading them to contact customer service or walk away from the business entirely. The application process did not effectively filter out unqualified customers, resulting in low conversion rates from sign-up to active users. Additionally, the absence of unified workflows and the use of redundant, incomplete, or outdated internal processes and tools led to missed business opportunities and poor performance metrics.
Role:
Creative Leadership
Strategy
UX Research + Design
Simple UI Design
Design System
Improved Internal Workflow
The Solution:
Implemented a comprehensive strategy to address these issues by redesigning the customer experience and optimizing internal processes. The solutions included:
Application Flow Redesign: We streamlined the application process reducing the number of touchpoints and keeping the flow within the site.
Onboarding Experience Strategy: We provided a strategy for an onboarding process with a focus on clarity, simplicity, and user-friendliness. This included intuitive UX/UI design, step-by-step guides, and clear communication to reduce friction for new users.
Qualification Filters: We implemented new qualification criteria and automated filters to ensure only qualified customers progressed through the application.
Customer Service Efficiency: By analyzing common support issues, we designed self-service tools, FAQs, and in-app guidance to reduce the need for customers to contact support for routine inquiries.
Customer Insight Collection: We integrated tracking mechanisms to capture where customers are discovering CWR and their motivations for choosing the service, enabling data-driven marketing strategies.
Internal Process Streamlining: We re-engineered internal workflows to capture and utilize application data effectively, minimizing missed opportunities.
The Wireframes:
The UI Design:
The Results:
Enhanced Application Flow: The redesigned application process significantly increased activation rates.
Reduced Unqualified Applications: Improved filtering criteria decreased unqualified applications, resulting in significant resource savings.
Higher Conversion Rates: The optimized user journey increased the conversion rate from sign-up to active customers, leading to a larger customer base and faster revenue generation.
Fewer Customer Service Calls: Self-service tools and streamlined processes cut the volume of routine customer service calls, alleviating the support team’s workload.
Improved Customer Insights: Enhanced tracking mechanisms provided a better understanding of customer acquisition channels and motivations, enabling more effective marketing strategies.
Optimized Internal Processes: Re-engineered workflows boosted operational efficiency and productivity.
Enhanced Customer Satisfaction: A smoother onboarding experience led to an increase in customer satisfaction scores and improved customer loyalty.