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
Project Results
1. The implementation of the e-commerce solution for PPE products, specifically N95 masks, has led to a significant increase in revenue and profitability. The user-friendly platform has attracted more companies to make purchases, resulting in higher sales volume and greater profits for the company.
2. Expanded Customer Base: The e-commerce platform has successfully expanded the customer base for 3M PPE products. By offering a convenient and efficient online purchasing experience, the company has attracted new companies looking to source N95 masks. This expansion has resulted in a broader market reach and increased market share.
3. Improved Customer Satisfaction: The user experience enhancements brought about by the e-commerce solution have greatly improved customer satisfaction levels.
