Diane Tey
Copy my email
Skin + Me Manage Upcoming Orders
Project for giving customers the ability to manage their upcoming boxes
Introduction
Skin + Me is a personalised skincare subscription company that help customers achieve their skin goals, and are based in the UK. As the Senior Product Designer, I was responsible for taking the information from the survey we had run after the launch of our cosmetic upsell products Cleanser + Moisturiser and proposing designs to improve our customer experience and CGP.
Company
Skin + Me
Teammates
Software Engineers, Stakeholders, Customer Service
My role
Senior Product Designer
Survey
Skin + Me has focus on continual improvement and growth, so after launching our cosmetic subscription upsell products Cleanser + Moisturiser, we ran surveys to understand how people were using them and what they liked/disliked about them. One of the themes that came up was that customer's products were either running out too quickly or new product was arriving before they were ready.
Problem
The frequency of when our Daily Doser was shipped (once a month) and when the Cleanser + Moisturiser was shipped (once every two months) was confusing for customers. We ran a survey around the Cleanser + Moisturiser products, and theorised that perhaps giving customers the ability to see what their upcoming orders looked like and when they could expect their Cleanser + Moisturiser to be shipped to them would help bring clarity and control.
Process
To start with, I worked on trying to outline what kind of interactions we wanted the customer to have, then mapped out how many pages we needed and what information was needed on each page.
Prototyping
Next, I went into Figma and made a medium/high fidelity prototype to test with the Customer Service Team, giving them simple tasks to test the flows and interactions. They centered around adding, removing, changing their products, or delaying their shipment. They could even change their next shipping date from this screen if they desired to.
User Acceptance Testing
There was a series of functionality notes and I used the prototype to explain my expectations of what the interactions would be, helping make handoff smoother. After some iterations and narrowing down the scope for MVP, we launched without the ability to change the frequency of the Cleanser + Moisturiser but kept the visibility of when they would be shipped. I worked with the Software Engineers and went through UAT to make sure that the feature was ready to be launched.
Learnings
After launching the feature, we did see a slow rise to CGP (Cumulative Gross Profit, or lifetime gross profit), however it is difficult to attribute it directly to this feature as there were other improvements and experiments that followed in other areas. In the future, we decided that any change we made on the website should be A/B tested out. Regardless, this was a much needed feature which has helped the Customer Service team reduce complaints, and gave customers control over their box.
Check out my other projects
Diane Tey
Copy my email
Skin + Me Manage Upcoming Orders
Project for giving customers the ability to manage their upcoming boxes
Introduction
Skin + Me is a personalised skincare subscription company that help customers achieve their skin goals, and are based in the UK. As the Senior Product Designer, I was responsible for taking the information from the survey we had run after the launch of our cosmetic upsell products Cleanser + Moisturiser and proposing designs to improve our customer experience and CGP.
Company
Skin + Me
Teammates
Software Engineers, Stakeholders, Customer Service
My role
Senior Product Designer
Survey
Skin + Me has focus on continual improvement and growth, so after launching our cosmetic subscription upsell products Cleanser + Moisturiser, we ran surveys to understand how people were using them and what they liked/disliked about them. One of the themes that came up was that customer's products were either running out too quickly or new product was arriving before they were ready.
Problem
The frequency of when our Daily Doser was shipped (once a month) and when the Cleanser + Moisturiser was shipped (once every two months) was confusing for customers. We ran a survey around the Cleanser + Moisturiser products, and theorised that perhaps giving customers the ability to see what their upcoming orders looked like and when they could expect their Cleanser + Moisturiser to be shipped to them would help bring clarity and control.
Process
To start with, I worked on trying to outline what kind of interactions we wanted the customer to have, then mapped out how many pages we needed and what information was needed on each page.
Prototyping
Next, I went into Figma and made a medium/high fidelity prototype to test with the Customer Service Team, giving them simple tasks to test the flows and interactions. They centered around adding, removing, changing their products, or delaying their shipment. They could even change their next shipping date from this screen if they desired to.
User Acceptance Testing
There was a series of functionality notes and I used the prototype to explain my expectations of what the interactions would be, helping make handoff smoother. After some iterations and narrowing down the scope for MVP, we launched without the ability to change the frequency of the Cleanser + Moisturiser but kept the visibility of when they would be shipped. I worked with the Software Engineers and went through UAT to make sure that the feature was ready to be launched.
Learnings
After launching the feature, we did see a slow rise to CGP (Cumulative Gross Profit, or lifetime gross profit), however it is difficult to attribute it directly to this feature as there were other improvements and experiments that followed in other areas. In the future, we decided that any change we made on the website should be A/B tested out. Regardless, this was a much needed feature which has helped the Customer Service team reduce complaints, and gave customers control over their box.
Check out my other projects
DT
Copy my email
Skin + Me Manage Upcoming Orders
Project for giving customers the ability to manage their upcoming boxes
Introduction
Skin + Me is a personalised skincare subscription company that help customers achieve their skin goals, and are based in the UK. As the Senior Product Designer, I was responsible for taking the information from the survey we had run after the launch of our cosmetic upsell products Cleanser + Moisturiser and proposing designs to improve our customer experience and CGP.
Company
Skin + Me
Teammates
Software Engineers, Stakeholders, Customer Service
My role
Senior Product Designer
Survey
Skin + Me has focus on continual improvement and growth, so after launching our cosmetic subscription upsell products Cleanser + Moisturiser, we ran surveys to understand how people were using them and what they liked/disliked about them. One of the themes that came up was that customer's products were either running out too quickly or new product was arriving before they were ready.
Problem
The frequency of when our Daily Doser was shipped (once a month) and when the Cleanser + Moisturiser was shipped (once every two months) was confusing for customers. We ran a survey around the Cleanser + Moisturiser products, and theorised that perhaps giving customers the ability to see what their upcoming orders looked like and when they could expect their Cleanser + Moisturiser to be shipped to them would help bring clarity and control.
Process
To start with, I worked on trying to outline what kind of interactions we wanted the customer to have, then mapped out how many pages we needed and what information was needed on each page.
Prototyping
Next, I went into Figma and made a medium/high fidelity prototype to test with the Customer Service Team, giving them simple tasks to test the flows and interactions. They centered around adding, removing, changing their products, or delaying their shipment. They could even change their next shipping date from this screen if they desired to.
User Acceptance Testing
There was a series of functionality notes and I used the prototype to explain my expectations of what the interactions would be, helping make handoff smoother. After some iterations and narrowing down the scope for MVP, we launched without the ability to change the frequency of the Cleanser + Moisturiser but kept the visibility of when they would be shipped. I worked with the Software Engineers and went through UAT to make sure that the feature was ready to be launched.
Learnings
After launching the feature, we did see a slow rise to CGP (Cumulative Gross Profit, or lifetime gross profit), however it is difficult to attribute it directly to this feature as there were other improvements and experiments that followed in other areas. In the future, we decided that any change we made on the website should be A/B tested out. Regardless, this was a much needed feature which has helped the Customer Service team reduce complaints, and gave customers control over their box.