RedBalloon is Australia's most trusted brand for experience gifting.
The original brief was to review the entire customer experience of the RedBalloon customer journey in order to improve the conversion rate of mobile traffic — which at the time was below expectations.
Performance and UX issues meant the business had to absorb the cost of support calls to resolve issues that didn't need to exist if certain points of the user journey were addressed.
Sitting within different business units like Customer Care I was able to listen to customer calls which highlighted first hand the areas which could benefit from immediate improvement.
Additionally I found it useful to observe user behaviour and read customer feedback left during Net Promoter Score reviews.
After a holistic review and collaboration across the business, we increased YoY mobile sales conversion by over 0.5%, with marked spikes during holidays.
Improvements to the search design, merchandising of experiences and a fully custom overhaul of checkout made it quantifiably easier — and more enjoyable — for customers to purchase. That meant fewer technical 'gotchas' and a happier Customer Care team.
"Jeremy was great to work with... He was always willing to guide the devs to a pragmatic implementation of his designs, which really simplified the UX and definitely made it look better and work more effectively."
Brett Raven, CTO RedBalloon