Jarred Russell
Automation
Design Sprint
Strategy
Efficiency
Personalization
Design Sprint:
Next Best Action
CHALLENGE
The goal was to coach 0.5 billion inactive customers towards long-term loyalty and to encourage them to take the next step, either toward the conversion of their current purchase journey or inspiration towards their next purchase journey.
SOLUTION
We conducted a weeklong design sprint to identify and implement customer actions that would increase the probability of repeat purchases.
RESULT
The design sprint successfully generated 65 ideas, 15 low-fidelity wireframes, and five high-fidelity mockups for user testing, resulting in an estimated $480 million in Gross Merchandise Bought (GMB).
Customer journey map
Low-fidelity wireframes
High-fidelity mockups: Different message, consistent placement
High-fidelity mockups: Same message, different placement
