Prosenio
What was the problem?
Prosenio is a German supplier of care products for individuals in need of assistance. The company recently commissioned a redesign of their checkout process, which proved to be confusing for users. It lacked in clear guidance and accessibility.
Users encountered difficulties understanding that they were signing up for monthly subscriptions, that they could customize the products in their subscriptions, and that they needed to provide their health insurance information during checkout so their health insurance could cover the costs. As a result, they had to pay the costs themselves.
What was the proposed solution?
The proposed solution was to build an intuitive checkout process, guiding users step by step from assembling the care package to completing the order. To achieve this, it was necessary to first understand who the specific target audiences are and what their needs entail.
What was the approach?
At first, an in-depth analysis was conducted on the existing status quo, exploring the intricacies of the current checkout process and comparing it with competitors' practices. Additionally, insightful interviews were held with industry experts to refine the understanding of target audiences. Ultimately, a consensus was reached, identifying four distinct user groups, with the mobile-first approach emerging as a cornerstone.
Subsequently, comprehensive requirements were derived for both the entire process and each individual step based on these insights. These requirements were then translated into wireframes.
The result
The outcome is a seamlessly accessible and mobile-friendly e-commerce experience, intuitively signaling the nature of an ongoing subscription. Users begin by selecting whether they wish to place an order for a new package or edit their existing subscription. They then proceed to specify the recipient for the box. Thoughtfully integrated step indicators assist users in navigating their progress throughout the entire journey, offering continuous feedback and error prevention support. Additionally, users enjoy a visual gauge indicating the extent to which their care box is filled, ensuring they stay within predefined limits. The whole process is complemented by a dedicated help and support service.
The incorporation of a login during the checkout ensures the seamless integration of health insurance details, eliminating the possibility of oversight. A final confirmation is provided at the end after a thorough review of all data before dispatching orders.
