New Warranty Policy & Subscription Model
A UX Challenge to Avert a CX Nightmare
METHODS
User Stories, Wireframing, Prototyping, Design Review, UX Copywriting, Tooltips, Benchmark Testing, Accessibility Evaluation, QA, Usability Testing
COLLABORATORS
UX/UI Design & Development Team, Sales & Merchandising Team, Operations & Logistics Team, Executive Leadership
+500%
SUBSCRIPTION INCREASE
76
NPS
20%
OF TOTAL REVENUE
A lifetime warranty is one of Alen’s core brand promises. In 2020, leadership decided to change its nearly 15-year policy to begin requiring product registration and filter replacement subscription to activate that warranty. Careful messaging was needed to explain the changes while easing current and future customers through a new process.
Our team improved the entire registration, warranty, and subscription journey for a vastly smoother user experience. In the end, not only was there not a spike in CX volume, but all satisfaction metrics improved, subscriptions rose by 500%, and an important stream of revenue (20% of total) was fortified.
With insights from our CX team, careful UX Copywriting helped ensure success.
Users arrive here via QR-code on an in-box QuickStart guide or a confirmation email. I worked on both of these critical pieces.
Based on this registration flow, I created UX deliverables including support pages, tooltips, and microcopy. Tap for a larger view.
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