KEYS UX CHALLENGES

Customer commitment when payoff is uncertain
In order to deliver personalised product recommendations, the customer needs to provide information about their skin. This can be a challenge as the customer would need to invest time and effort to answer these questions. There may be an anxiety about the accuracy and usefulness of these recommendations, leading a customer to wonder whether the time and effort to complete the on-boarding will be worth it. How do we get customers to complete the full on-boarding process with these challenges in mind?

Solution

• Having an optional registration after on-boarding. This shortens the on-boarding process and allows customers to experience the product before they have to register.
• Intro screens which clearly explain the value proposition, this should reduce anxiety regarding the usefulness of the product.
• Using illustrations to visually guide customers to answer specific questions about their skin type.
• Clearly labeled multiple choice questions, reducing the effort involved to answer a question compared to free-form text fields.