Washmen’s mobile app was experiencing a high rate of order cancellations, resulting in significant revenue loss.
We began by analyzing the available data on order cancellations. Key findings included:
Implemented an intermediate step prompting users to contact customer service, to resolve their issues without cancelling their orders
Redesigned the cancellation reason selection screen with more specific options, and bigger click areas on the buttons.
We added a shuffle mechanism that randomizes the order of cancellation reasons presented to users. This prevents data skewing that could occur if users consistently select reasons closest to their thumb position, hence ensuring a more accurate distribution of cancellation reasons, leading to better insights for future improvements
Added push notifications and in-app banners to remind users to place their bags outside
Designed a new feature allowing users to reschedule collection times as long as the driver hasn't started the task
After implementing these changes over a 3-month period