😎 Achievements
-18%
Decreased contact rate to cancel
-3,8%
Decreased NPS DERTACTOR about cancellation
MY ROLE
Product Designer
WHAT I DID
Analyzed research, competitors, and metrics.
Developed conceptual proposals and lo-fi wireframes.
Facilitated a prioritization features and planned the roadmap.
Presented to stakeholders and team.
Documented decisions.
TEAM
Content designer (1), Product Manager (1), Engineer team (6) and myself.
TEAM SUPPORT
Customer Service team, Process team, Platform team, Analytics team, Ux Research team, Ux Supplier team.
Point of view
We created a space to share each stakeholder's knowledge, building a solid cancellations flow.
ACHIEVEMENTS
LEARNINGS
Set up recurring meetings with stakeholders to align project goals, ensure visibility, and make sure every voice is heard.
Back every decision with rationale (user feedback and/or metrics).
Design the process that fits both your project and your team.
IMPACT
-18%
Decreased contact rate to cancel
-3,8%
Decreased NPS DERTACTOR
@Copyright 2024 Denise Gutierrez