There were more than half a billion inactive customers over a 12-month period:
The goal was to coach these customers towards long term loyalty and to encourage them to take the next step, either towards conversion of their current purchase journey or inspiration towards their next purchase journey with delightful and educational moments.
- 29 million churned buyers who still visit
- 53 million registered but didn’t buy
- 490 million unregistered visitors
We conducted a weeklong design sprint to identify and implement customer actions that would increase the probability of repeat purchases.
The design sprint successfully generated 65 ideas, 15 low-fidelity wireframes, and five high-fidelity mockups for user testing, resulting in an estimated $480 million in GMB.
High-fidelity mockups for Next Best Actions
Remote usability testing