Project: To create a better shopping cart experience for students when they add a course to their cart and buy books for a class. Create a payment plan workflow for enrolled students.
Problem: Shopping Cart: The check-out experience was a 16 step process before students could check out and pay. Many users fall off during the process and ended up having to call in for assistance because it took too long and they were unsure of what step they were on in the process. Payment Plan: There was no system set up for “pay-as-you-go payment plans” for students to pay for their education which researched showed was a major pain point.
Process: Worked closely with an in-house user-research team, created wireframes and working prototypes using Axure for A/B testing, and worked in agile sprints. During this project, we utilized an onsite high-tech, user research center to bring in paid users to test out designs.
Resolution: Shopping Cart: Reduced steps needed in order to check out of shopping cart to just 8 simple steps by reorganizing the hierarchy of information. Made sure that users were only asked a minimal amount of questions to ensure a quicker experience. Testers compared the ease of the check-out experience to that of Target and Amazon. Payment Plan: Designed payment plan system to incorporate pay by card, check, and checking account with autopay and date selection feature. The feedback in testing was positive.
