Reducing the amount of product resends for Workhuman
From 2010-2014 I was the UX design team lead for Workhuman (at the time called Globoforce). My role was to introduce UX to Workhuman product development team, by growing a UX team and introducing design thinking methods
Workhumans Recognition software allows users to select their own gift and input an address to where they want it delivered. Unfortunately not all gifts make it to the correct destination. The total amount of resends to date has cost the business 350k EUR.
The challenge was to reduce the number of resends by improving the checkout process
THE PROJECT DELIVERABLES
Introduced address validation
Introduce the ability to save a validated address
Have the shipping details form dynamically change depending on what the user is redeeming. If they are redeeming a virtual giftcard that will be emailed to them, their postal address is not to be gathered
Change the default from business to home address. 75% of users input their home address (and the issues with resends were associated with the business address)
Rename form labels and use hint text as well as inline errors