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Improve conversion at Registration (Customer (Register on first attempt…
Improve conversion at Registration
Measures
Earn or Learn
Who
Stakeholders
Impact
Deliverable
How
Customer
Register on first attempt without leaving page
Simplify form
UI quick wins
Improve mobile experience
Streamline Journey as per Rene's suggestions
Resolve duplicate username failures (~20%)
Allow change details and reissue PIR
~5 calls last month
investigate more on the duplicates
Are they advice withdrawn?
circa 15 last month call in for this reason
Analysis of dead letter Queue for registration
Investigate all CA registration errors
<5% of requests
warn folks on leaving page
Pop message ---> save for later?
Remember questionnaire answers
High ~ 55% leave with no action
More analytics to better understand
Session cookie passed to backend see if duplicate usernames result in registration
More insight into profile of non-FIL traffic
Improve speed of the site/usability
Allow single click to answer questionnaire
High: applies to all in advice journey
Add breadcrumbs to orientate
Navigation on advice home->reg
Improve navigation from advice home-> registration
High 28% of motivated users take this path and drop off
Include more countries of origin
Upgrade to v2 of Depot eroeffnen
Low ~ 1 cal last month
Add chatbot to intervene
Could be time based to catch those that leave
Improve copy on email-bestaetige
circa 10% of registration drop out
Increase traffic to advice - always visible CTA
5% of total traffic starts the journey
Encourage customers to return and register
Save for later
Capture email and market
75 day reminder
Follow up email prior to advice withdrawn
95 customer last month had advice withdrawn
Allow customer to self serve to change details in PIR
Circa 10 last month called in for this reason
Allow customer self serve when advice withdrawn
circa 15 last month called in
Suggest many more don't
We withdrew advice for 95 customer last month
Enable prospect to correct mobile number
3 last month called in for this reason
Baseline conversion:
Conversion non-FIL only:0%
Target conversion:0.5%
Marketing
Improve quality of traffic to site
analysis of customers to shape future marketing
Rotate spike marketing channels to measure effectiveness