Reducing order errors in product page
Smartbox is the creator of the gift box concept. They sell experiential gifts such as wine tasting, car racing or a nights stay in a luxury hotel. The french company operates in 10 countries with 7 well-known brands, headquartered in Dublin.
I was tasked with reducing the order errors from the product page. Customer service and NPS indicted that there as a significant amount of customers ordering the wrong box format by mistake (primarily ordering eBoxes when they wanted physical boxes) causing a huge amount of frustration to the customer base.
THE PROJECT RESULTS
Customer service had a significant reduction on the amount of calls they were receiving from customers who ordered the gift in the incorrect format
Conversion rate increased by 5.45% across all platforms, but with significant increases on mobile specifically
Revenue increased, due to the higher ratio of physical boxes being ordered
Original version (on left) and variant (on right)