NAOMI SONG
customer-painpoints.png

Customer Pain Points

Customer Pain Points

UX Research  |  User Testing  |  UX Design  |  UI Design

 

Background & Problem

This project is about tackle customers' pain points. Most significant pain points such as allow users to edit credit card expire date, able to edit account details, in app verification process and change password. 

Research

  • Review data from customer service team
  • Validate these pain points by sending out survey to customers
  • Present findings back to the business
  • Competitor analysis

Affinity Mapping

From this activity, we identified some key behaviours, needs and frustrations from our less tech-savvy and newer customers.

Key Findings

  • Some of newly registered customers are not aware of the verification process needed in order to complete their account set up
  • Confusion around whether or not they have been verified
  • Confusion around how to change password
  • Frustration of unable to change credit card expiry date

 

Account Verification Notifications - Customer Journey Map & Pattern Usage

Account verification-journey map.png

Wireframes


UI Design - Update Expiry Date

Project Achievements

  • It has seen a significant decrease of phone calls from customers around verification process
  • Customers now able to update their card and account details without frustration or logging into desktop site.