I design a voucher website for a top 3 worldwide company
The client is selling wellbeing solutions such as meal and gift vouchers. They recently acquired competitors in multiples countries. They asked our help to unify all those websites.
The website is aiming for 3 targets: the company paying for the service, the merchant and the employee using the vouchers.
"On the previous websites, users were never interviewed. In order to understand their needs, we organized batches of user interviews every 3 weeks. it made us aware of their pains and struggles. We defined users profiles and the corresponding journey. Finally, we tested the flow, the information architecture, lisibility, and with the results refined the prototype each time. I conduced around 45 user tests."
Reading a long text about legislation isn't very exciting. Explaining the main points at the right time is helpful. It reassures customers when they need to spend a big amount of money.
Most of the customers like to benchmark multiple websites before choosing the right one at the right price. Being able to access a quote with a few steps is very important when people are looking at competitors.
While most of the people will buy vouchers while they are at their desk at work. Most company directors want to buy it on the fly, on the metro on their mobile phone or at home on their tablet.
There are mainly 3 things an end user wants, it's finding where to use his card, how much is there in its balance and how to reorder a card when lost. Only two screens are very important, the store locator and the card management page.
Following our customer interviews, we synthesized our findings and were able to create a customer journey, define multiple profiles which were presented and discussed with the client. This analysis created a great foundation to move into feature ideation and prioritization.
Users are pretty happy with the new solution, and give an average rating close their website of reference (rating average is 7.6, their reference is 7.8)