Our project began with the creation of an MVP for the “Monthly Care” service, transitioning it from an in-store only function to an online platform.
This strategic move aimed to expand Argos’s service offerings and enhance user convenience by making the care plans accessible via their website and app.
Post-launch, our primary directive was to boost conversion rates and enhance the service offering of “Monthly Care.” During our involvement, we successfully increased online conversion rates for the care area from 4% to 11%.
This was achieved through substantial improvements to the “3-year care” option and continuous refinements to the MVP of “Monthly Care.”
We provided comprehensive guidance on shifting the customer experience from in-store to online. Through various testing methods, we identified new marketing and product opportunities. For example, rebranding the product as “accidental cover” improved customer perception and engagement.
To tailor the service to customer needs, we conducted extensive user research, including click tests and remote interviews. These sessions helped us understand the demographics and behaviours of customers purchasing extended warranties, ensuring the service met their expectations.
We analysed the potential cannibalisation effects of the “3-year care” product due to the introduction of “Monthly Care.” This involved assessing the impact on net income and developing new user flows and experiences for the monthly care service, while also increasing the conversion rate of the existing “3-year care.”
A key part of our project was redesigning the checkout flow. We streamlined the process to allow multiple Direct Debit channels to be managed on a single page, replacing the previous individual page setup. This optimisation significantly improved the user experience and efficiency of the checkout process.
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