Recommendations for Online Coupons Elizabeth Ko | Andrew Pieroni | Jin Wang July 11th 2019
Agenda 01 | Challenge Recap 02 | Customer Insights Recap 03 | Experience Pillars Recap 04 | Solution & Recommendations 05 | Prototype Live Demo 06 | Summary & Next Steps 07 | Appendix Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Experience Brief | Elizabeth Ko | Andrew Pieroni | Jin Wang | May 9th 2019
Experience Brief | Elizabeth Ko | Andrew Pieroni | Jin Wang | May 9th 2019
Business Challenges Walmar t operates discount stores, super centers, and neighbourhood markets globally. They dominate the market in many ways but one. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Business Challenges On-line Coupons. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Business Challenges Walmar t and Canada lack a seamless, accessible service that allows customers to use coupons in an online shopping environment. Walmar t ’s challenge is to pioneer a service that addresses this problem. Walmar t is looking to improve user experiences for online coupons by: 1). Making customers aware of the coupons. 2). Increasing transparency coupon information in order to boost sale conversion rate. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Walmar t Objectives SALES TRANSPARENCY AWARENESS Make sure the customers Making sure information is Make coupon existence obvious complete their purchases and accessible through out the to customers shopping journey. save money. purchasing journey. KPI’S KPI’S KPI’S Increased number of “clipped” Increased number of customers Increased positive reviews of the Coupons. that add to their baskets. app on the store. Increased traffic to the Coupon Increasing number of total orders Lower amount of dropped orders Section of the website and app. vs the total visits. after viewing details page. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Experience Vision To help customers use coupons to save money by creating an online experience that puts the customer’s needs first and showcases Walmar t as the caring innovators they are. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
The Customer “The feeling our customers have when they leave our stores determines how soon they’ll be back.” Sam Walton Walmar t Founder Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Customer Insights What will make our customers come back sooner than later? Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Insights SAVINGS = DIGITAL TRUMPS TIME IS MONEY BRAGGING RIGHTS PHYSICAL “I’m not going to spend an “Can you believe I got this “I don’t use or keep paper hour trying to print a for $25? It’s amazing what coupons and receipts. It’s not coupon to get $1.00 off of a you can find if you keep your environmentally friendly and $5 can of coffee.” eyes open.” small paper things get lost in my wallet too easy.” Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Oppor t unities SAVINGS = DIGITAL TRUMPS TIME IS MONEY BRAGGING RIGHTS PHYSICAL Apply a coupon within 15 seconds Making it plain as day just how Capitalizes on digital space, which much they are saving and how allows for Convenience and is balance of investment and Instant Gratification. return. they are saving. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Experience Pillars Informative Easy to Use Reliable Personalized Rewarding Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Experience Pillars INFORMATIVE EASE OF USE RELIABLE PERSONALIZED REWARDING • Clear dates • Clear checkout • good error resolve • personalized content • tone and mannor process served • Clear costs upfront • Clear actions in • repor t s on usage • Search functionality • past purchase buying process • Simplified Info design • confirmation of patterns • One-click clipping • Responsiveness savings • Responsiveness Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Our Solution User Testing Repor t | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 4th 2019
An in-app Coupons page, with a streamlined clipping system. Complimented with personalized follow up and rewards milestones. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Digital Touch Points PUSH NOTIFICATIONS MOBILE SITE PUSH IN APP Push notification direct from app The mobile site can be used to fur t her The main touchpoint that will prompt consumers to shop, promote and prompt the user to consumers will interact with inform them about new coupons download the app and use coupons. coupons and savings records. based on past choices. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Features PERSONALIZED COUPONS PAGE STREAMLINED CLIPPING SUGGESTIONS A dedicated page putting A system that requires minimal Customers can find what they coupons front and centre consumer effor t want faster. Time is money. SAVINGS ASSISTANT COUPON FINDER SAVINGS REPORT Show what your savings are as Make sure people are aware of Put your savings for year in you shop, to encourage more coupon availability on items. perspective for customers. purchases. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Recommendations Breakdown Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
In-App Coupons Page Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
In-App Coupons Page FEATURES A dedicated coupon page that has ‘hot coupons’, ‘coupons for you’ and ‘expiring soon’, that users can explore. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
In-App Coupons Page FEATURES A dedicated coupon page that has ‘hot coupons’, ‘coupons for you’ and ‘expiring soon’, that users can explore. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
In-App Coupons Page FEATURES A dedicated coupon page that has ‘hot coupons’, ‘coupons for you’ and ‘expiring soon’, that users can explore. PILLARS INSIGHTS • Personalized • Digital Trumps Physical • Informative • Time is money • Ease of use TESTING RESULTS / INSIGHTS 5/5 users understand the functionality for this page E.g. search button, view more button Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Streamlined Clipping Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Streamlined Clipping FEATURES An easy to use system that requires minimal consumer effor t , with a lot of of stuff being handled by the back end of the app. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Streamlined Clipping FEATURES An easy to use system that requires minimal consumer effor t , with a lot of of stuff being handled by the back end of the app. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Streamlined Clipping FEATURES An easy to use system that requires minimal consumer effor t , with a lot of of stuff being handled by the back end of the app. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Streamlined Clipping FEATURES An easy to use system that requires minimal consumer effor t , with a lot of of stuff being handled by the back end of the app. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Streamlined Clipping FEATURES An easy to use system that requires minimal consumer effor t , with a lot of of stuff being handled by the back end of the app. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Streamlined Clipping FEATURES An easy to use system that requires minimal consumer effor t , with a lot of of stuff being handled by the back end of the app. PILLARS INSIGHTS • Personalized • Time is money • Informative • Ease of use • Reliable TESTING RESULTS / INSIGHTS ⅘ Users focused their attention on cost and discount instead of details “Coupon info page” was not read or used during process Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Product Page Coupons Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
Product Page Coupons FEATURES A way to make sure people are aware of coupon availability on items in product listing page. Suggested fur t her testing for Price Breakdown. Recommendations Presentation | Elizabeth Ko | Andrew Pieroni | Jin Wang | July 11 th 2019
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