• 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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    LEANNE JONES DESIGN
  • LEANNE JONES DESIGN

    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.

    View Design Files

    View Prototype

  • LEANNE JONES DESIGN

    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

  • LEANNE JONES DESIGN

    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