Establish a seamless and integrated end to end digital experience to improve consumer journey
At glo™, they are dedicated to crafting A Better Tomorrow through innovative design. Their tobacco heating devices are designed with cutting-edge Advanced Heat Technology, utilising induction heating for a superior and satisfying experience, steering away from conventional burning methods.
User Experience Designer
2021 - 2021
With low conversions and retention identified as key issues, our first step was to comprehend the existing pain points experienced by users. To achieve this, we re-enacted key flows, including sign-ups and checkout processes, while conducting a comprehensive audit of the overall experience, focusing on components and presented information.
Things we found through our discovery sessions
Verification of ages, necessitated by country laws, leads to the implementation of different forms of age gates—either soft or hard—to prevent unauthorised access
Balancing product-related information to foster education and awareness is a recurring theme across various touchpoints.
Utilising multiple platforms/technologies, coupled with disjointed flows, results in notable friction and increased drop-offs in user experience
Abundant use of components, lacking consistency, contributes to significant brand misalignment
So, what did we do next?
In addressing the challenge of integrating two brands into a unified site as part of the brand's future plans, we needed to take into account scalability and reusability of the design, templates and components.
*Based on six months pre and post revamp
Flexible Design, Clear Guidelines
Balancing flexibility with structured guidelines for effective design outcomes
User-Driven Decisions for Rapid Progress
Accelerating project advancement by incorporating real user feedback through testing
Clear Documentation for Project Clarity
Enhancing project understanding through meticulous documentation of decisions, meeting notes, and discussions for long-term clarity
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