Registria Direct-to-Owner (DTO) Case Study
Client: Registria
Role: UX/UI Designer, Project Manager
Tools: Sketch, InVision, Zeplin
The Challenge
Registria is a startup that helps companies with their warranty registration process. Several of the clients brought to Registria’s attention that they would like to strengthen the relationship with their customers, increase customer engagement, and encourage repeat business. I was tasked with the creation of an experience to serve all of these objectives.
Results:
20% increased user engagement with the brands after a registration event.
2% of the 20% that engaged with the brand made purchases through the direct-to-owner channel, increasing revenue and customer satisfaction.
2 times better performance on ratings and reviews when compared to communications with non-register owners.
Key Project Features
UX Design
User Research
User Interviews
User Analysis
Workflow Mapping
Wireframing
Prototyping
Visual Design
UI Design
Background
I was assigned this project after Registria and its client companies identified an opportunity to increase client revenue at the end of the registration process. The goal was to improve functionality of the confirmation page on the registration flow, improve accessibility, and enhance the UI of the confirmation page. The biggest challenge I faced throughout this project was creating an experience that was scalable and could be implemented in a short amount of time.
User Research
I tackled the problem we were trying to solve through a variety of mediums. I used data from Google Analytics and our customer support team to identify the needs of our users and to collect consumer feedback related to the project. I also researched our competitors and industry leaders. All of this information combined helped me to define my approach to this project.
Personas and User Flows
Based on the personas and updates user flows, I built wireframes to create multiple possibilities for the site's layout. Based on feedback from internal stakeholders and additional refinements, I designed the following final process:
Wireframes and Mockups
With the personas and new user flows, I built wireframes to create multiple possibilities for the site's layout. Following refinement and feedback from internal stakeholders, the final result of this process follows:
Several client companies implemented the new Direct-to-Owner channel.
Other Selected Work
