Remote sign up
My role: UI/UX designer
Project purpose
Across the UK, many people that have been furloughed or lost their jobs have been looking for new ways of making a living. The social distancing measures introduced challenged a face to face business model as a primary sales and interaction tool with our prospects. Our product team had to react quickly and provide a solution that could solidify a new sales channel for UW.
The approach
Our ultimate goal was to provide a shared-screen tool that enables our users to guide their prospects through a sign-up appointment process online. In order to deliver our first mvp solution we’ve decided to use Google design sprint as a framework and by working together in a sprint, we could shortcut the endless-debate cycle and compress months of time into a single week. Instead of waiting to launch a minimal product to understand if an idea is feasible, we have used a realistic prototype to run an unmoderated test in Maze to get data back. The beauty of the design sprint is an ability to fast-forward into the future to see the finished product and customer reactions, before making any expensive commitments.
Within a week we have successfully managed to ship a product that has helped to open a new chapter and support our customers and Partners in their remote journey. In the next phase after delivering the first working solution we have revisited the project in order to bring it to the next level we run.
Discovery phase and competitor analysis
Wireframing
Testing the journeys with Maze
AB testing UI components with Maze
Our user testing revealed fascinating insights into how people interacted with this experience. The results mapped out the journey visitors took when choosing their options, showing both the smooth paths and the spots where they hesitated. We created a realistic scenario to observe genuine reactions, which helped us understand where we hit the mark and where improvements could make things more intuitive. These visualizations told a compelling story about user behavior, making it easy to spot patterns at a glance. With this information, we were able to fine-tune the experience to better match what people naturally expected, ultimately creating something that felt effortless to use.
User testing through Maze provided critical insights via heatmap analytics, revealing exactly how users navigate and interact with our interface. The heatmaps highlighted concentration points where users focused their attention, particularly on UI controls in the upper right section of the bundle selection screen. We observed clear patterns of engagement with interactive elements while some content areas received significantly less attention. These data-driven insights guided our iterative design process, allowing us to enhance discoverability of key features and streamline the user journey based on actual behavior rather than assumptions
The Results
The remote sign-up feature enabled our business to substitute a face-to-face sales channel and recover very quickly in the aftermath of the pandemic.
We noticed the first positive changes two weeks after the government announced the first lockdown. In early April 2020, the percentage of remote appointments reached 75% of total appointments.
This dramatic shift not only preserved our revenue stream during uncertain times but also revealed a previously untapped customer preference for digital engagement that has continued well beyond the crisis period.
