1. Clarity of Process
Users face difficulties understanding the steps after purchase, leading to a less smooth experience and potential mistrust in the overall process.
2. User Engagement
Maintaining user engagement during prolonged waiting periods is a challenge, as users may overlook important tasks like completing health and lifestyle questionnaires, which can impact the accuracy of personalized recommendations in the NU app.
3. User Experience
Creating a smooth journey from purchase to results is challenging, requiring clear guidance to prevent confusion and ensure user satisfaction and trust.
Team Collaboration:
Conducted competitive research, workshops, and meetings to align on business metrics and goals, ensuring a shared understanding of the project vision
Competition Research:
Analyzed competitor apps to identify industry standards and opportunities for differentiation.
The waiting room design clarified steps for users, building trust and transparency. They valued the clear guidance and reminders about important tasks. However, it didn't completely solve user disengagement during longer waits, with some users not engaging as expected. Since then, we have put focus on how shorten the time from purchase to results reveal and have focused on the next phases of the app.
