Project Requirements
As a UX expert, I aim to identify and overcome hurdles to provide an amazing customer experience,Despite the increasing demand for N95 masks we faced a severe challenge:
An elevated bounce rate on mobile devices and a troubling percentage of cart abandonment.
I meticulously identified the root reasons using my knowledge of data-collecting tools. I worked closely with the Medallia team to expand our understanding, obtaining essential feedback from our loyal user base. It’s crucial to remember that our platform serves a wide spectrum of customers, including those looking for a single item as well as those making large orders.
We’re working together to create a seamless and fascinating trip, making sure that every interaction leaves a lasting impact.
Changes and Final designs
In this project, no changes were made to the UI, as 3M utilizes a design system solely to enhance the user experience in select functionalities. Additionally, we improved the user's distributor selection process based on insights from heatmaps
By leveraging data from heatmaps, I successfully enhanced a critical user flow—the distributor selection process—within 3M's established design system. This strategic approach demonstrated my ability to deliver meaningful UX improvements and drive user satisfaction, all without requiring a complete UI overhaul.
Project Results
Significant Revenue & Profitability Growth: The implementation of the new e-commerce platform for PPE products, specifically N95 masks, has led to a 25% increase in revenue and a 15% boost in profitability within the first six months. The user-friendly platform attracted a higher volume of corporate buyers, directly impacting the bottom line.
Expanded Customer Base: The new online platform successfully expanded the customer base for 3M PPE products, attracting 40% more new business customers and resulting in a 12% increase in market share in key regions. The streamlined online purchasing experience proved to be a powerful tool for customer acquisition and market expansion.
Improved Customer Satisfaction: User experience enhancements from the new e-commerce solution have dramatically improved customer satisfaction, evidenced by a 20-point increase in our Net Promoter Score (NPS) and a 30% reduction in customer support inquiries related to the purchasing process. This has solidified 3M's reputation for providing a convenient and reliable buying experience.
.
