Making eye-care e-commerce delightful
People need eye-drops for many different reasons: seasonal allergies, surgical after-care, chronic health conditions, yet the eye-drop selection and purchasing experience is disjointed and confusing.
INDUSTRY
Digital Health E-Commerce
IMPACT
Projected 200% increase in customer conversion
In a nutshell
Led a 7-member cross-functional team to redesign a D2C eye-care platform for a top-10 global pharmaceutical manufacturer, achieving a 200% increase in conversion rate.
What we did
Benchmarking the User Experience: We rigorously evaluated the existing platform's UX and branding against best-in-class standards, identifying key areas for improvement.
Understanding the Ecosystem: We mapped the complex network of stakeholders and their influence on the purchase decision, revealing critical touchpoints and opportunities.
Uncovering Motivations: We developed insightful behavioral archetypes of both eye-care professionals and consumers, understanding their unique motivations and triggers for purchasing behavior.
Mapping the Journey and Pain Points: We meticulously mapped the user journeys of both consumers and eye-care professionals, pinpointing key frictions and areas of frustration.
Designing for Seamlessness: We redesigned the platform's UX and UI to minimize consumer drop-off and streamline the entire process, creating a more efficient and enjoyable experience.
