role
Lead UX Designer
length
1.5 years
tools
Figma
Adobe CC
Google Analytics
problem
With 80% of DTC visits coming from returning customers, relying on a single touchpoint for SMS messaging on static pages was a missed opportunity and ignored the retention aspect of the purchase funnel.
solution
Redesign collection/product listing pages (PLPs) to showcase SMS ads.
research
I started my project by looking at the current layout of the site to better understand the barriers that user were facing. I found users were faced with limited options to engage with SMS CTAs, and the placements of these CTAs were located in places known to be affected by the "banner blindness" effect.

In addition, when I looked at the heat-maps of our site, I was able to see that most of our customers weren't making it to the footer, where our *only* call to action for SMS sign ups was located.
I wanted to get a feel for how our competitors advertised their SMS programs, so I conducted a competitive analysis to assess possible opportunities for growth.

user persona

After gathering this market information, I wanted to synthesize my audiences experiences and motivations to create a solution that best fits their needs.

user persona for urban skin rx
After creating a user persona and understanding the possible mindset of our users, I laid out the possible solutions to our problem, and decided that Product Landing Page ads would have the most impact with that least amount of effort. This was approved by my manager, so we began the work necessary. I plotted out the placement on our site and started sketching out what this could look like,
solution decision matrix
site flow for usrxuserflow
Finally, I worked with the engineers to decide on a placement pattern that would be the most effective, and we decided to deploy our design the next month.
lo fidelity wireframe for urban skin rx

results

From the previous month, the SMS conversion rate went up 2.1%. With the SMS subscribers contributing 30% of overall profits, this is an increase in net profits

graph showing results after redesign

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link to SNL casestudylink to Skyprint casestudy