Mapping the Customer Onboarding Journey

1.Project Title & Company Overview

Project title: Mapping the customer onboarding journey

Industry: E-commerce

Business Introduction: The company is a leading UK e-commerce retailer. Their core products include smartphones, laptops, smart home devices, clothing, footwear, and accessories. Their focus in on customer experience, competitive pricing, and innovative technology.

Role: Business Analysis Consultant

2. Business Problem

The ecommerce company was facing key challenges:

High cart abandonment
Checkout complexity
Regional Barriers

3. Objectives

Increase conversion rates
Enhance User Experience
Optimize Mobile Experience
Drive Revenue Growth
Gain competitive Advantage

4. My approach and Tools Used

Data Collection & Analysis
Identify Pain Points
Design To-Be Journey
Reporting

Tools used: Draw.io, Google Forms and PowerPoint.

5. Key Deliverables

Mapped the as-is journey and designed the to-be journey.

6. Recommendations

Redesign the homepage with a clean, user-friendly layout
Show personalized product suggestions during browsing
Implement a mobile-first design
Add bottom navigation for easier browsing
Simplify product filtering and layout for small screens
Offer multiple secure payment options (PayPal, Apple Pay, Google Pay, etc).