UX/UI Solutions
National Boiler Spares (NBS) is a multifaceted e-commerce platform that stands out by offering refurbished products, new parts, repair services, and an innovative advanced replacement program. While these diverse services provide exceptional value, they also create a complex decision-making process for customers. Grapictures partnered with NBS to address a critical issue: customers often selected incorrect services due to confusing dropdown menus and overlooked explanations, leading to a surge in returns and customer dissatisfaction.
Problem
NBS faced a unique challenge where customers, primarily driven by cost considerations, frequently selected the wrong service. The dropdown menu design was unintuitive, and important descriptions of services were often missed. As a result, misunderstandings about the services—such as repair versus advance replacement—led to significant returns, increased operational costs, and frustrated users.
Solutions
After consulting with NBS’s customer service team and conducting a detailed analysis, Grapictures implemented the following changes:
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Revamped Dropdown Menu Design:
Redesigned the menu to clearly categorize services with concise, user-friendly labels. Added hover-over tooltips that provided brief descriptions of each service.
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Service Explanation Pop-Up Cards:
Introduced pop-up cards that appear when a customer selects a service. These cards provide a clear explanation of the chosen service, including what it entails, eligibility requirements, and potential costs. Customers must acknowledge reading the pop-up before proceeding, ensuring they understand their selection.
Results
The changes delivered immediate and measurable benefits:
Reduced incorrect service selections and resulting returns by 60% within three months of implementation.
Enhanced customer satisfaction and trust, as evidenced by positive feedback and fewer complaints.
Streamlined the purchase process, improving overall user experience and reducing the workload on customer support teams.
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Insights and Future Prospects:
This project highlights the importance of intuitive design and clear communication in e-commerce platforms, particularly for companies offering complex services. By focusing on user-centric solutions, Grapictures helped NBS minimize errors and enhance customer satisfaction. As a next step, we aim to explore integrating AI-driven recommendations to further assist customers in selecting the most suitable service for their needs.