Telenor – Purchase Flow
role: Ux DESIGNer
Telenor is a Nordic telecommunications provider that approached us to transform the customer experience for their Bulgarian website. Upon completing research and preliminary heuristics, we pitched a total redesign of their website and reinvented their purchase flow. I was on the UX design team that worked on the purchase flow. The store browsing and checkout screens were improved to validate customer’s behaviors and needs and to provide enhanced solutions. Conversational support, cart cross-selling and customer rewards were three key features that we implemented in order to increase customer retention, customer trust, and sales efficiency.
Checkout was optimized with a left panel that provided reassurance to the customer with critical information or guidance.
Customer trust leads to less abandonments.
A key aspect of the push towards efficiency and consistency was to avoid having to rely on the user’s short term memory. When task abandonment does occur, this screen provided a simple reminder and the option to resume the checkout process.
We introduced and implemented a loyalty points system that would reward customers. This has proven to be a powerful retention tool. The gamification of customer lifecycle can go beyond these rewarding transactions, by building up to self-service use, referral programs and even group benefits.
