What sets EnergiAcres Apart
Pain Points
A convoluted cancellation process that could not be self-initiated by customers online.
A Service Team burdened with manual tasks, diverting expertise away from more complicated customer cases.
Hypothesis
Automating the process would elevate pressure and reduce friction, but creating an efficient and delightful off-boarding experience would, based on the ‘Peak End’ heuristic, result in increased customer retention and referrals.
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What sets EnergiAcres Apart
Results
Although I left my position at Cuckoo before I had enough data to make my hypothesis statistically significant, Trustpilot reviews suggest customers have abandoned their cancellations or generated referrals based on their experience of the new cancellation flow.
The new cancellation process reduced related contacts to the Service Team by more than 80%, allowing the team to handle complex queries more efficiently.
The implementation of Task Mapping has proven useful for the Service Team, and thus, has been extended to cover all educational resources.
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View Prototype
Summary and Results
Results
Although I left my position at Cuckoo before I had enough data to make my hypothesis statistically significant, Trustpilot reviews suggest customers have abandoned their cancellations or generated referrals based on their experience of the new cancellation flow.
The new cancellation process reduced related contacts to the Service Team by more than 80%, allowing the team to handle complex queries more efficiently.
The implementation of Task Mapping has proven useful for the Service Team, and thus, has been extended to cover all educational resources.
View Design Files
View Prototype
Summary and Results
Results
Although I left my position at Cuckoo before I had enough data to make my hypothesis statistically significant, Trustpilot reviews suggest customers have abandoned their cancellations or generated referrals based on their experience of the new cancellation flow.
The new cancellation process reduced related contacts to the Service Team by more than 80%, allowing the team to handle complex queries more efficiently.
The implementation of Task Mapping has proven useful for the Service Team, and thus, has been extended to cover all educational resources.
View Design Files
View Prototype