Projects Overview
When ZoodPay launched, the analytics showed that 10% of people were dropping off on screen 3, 20% on screen 5, and 80% on screen 13. How can we identify what is going wrong and how to push users to complete the activation flow?
Trust and Security are the main factors company should provide for conversion and loyalty. Financial status and financial/tech knowledge of users should be taken into account.
User pains & Challanges
Pay later provides a possibility of impulsive buying for consumers and that impulse is usually temporary. To catch the moment the process should be as short as possible. 2 and 3 screens are identical and it makes user to think twice and as we see 10% of them drops of from here.
- Too long or/and complicated process (impulsive shopping)
- No trust with credit card and personal info (passport)
- potentially app crash / card decline / unclear instructions / no documents nearby
Projects Solution
Building trust starts with the first interaction and grows through familiarity. Emotional connections, as Kruger notes, can drive customer loyalty through personalized and caring experiences. To increase trust, improving the app’s UI, simplifying the credit process, and enhancing ad photo quality are essential.
Offering save options and sending personalized reminders can further enhance the user experience. Ultimately, focusing on UI, service quality, and support will foster stronger customer trust.
