& prototypes
Overview:
CPAP.com is a family owned and operated business dedicated to providing affordable Sleep Apnea equipment to those who need sleep therapy. CPAP.com was formally established in 1999. CPAPtalk.com is their online forum where CPAP customers share their feedback and questions about CPAP therapy.
The Problem:
CPAP.com customers were having issues with the entire prescription process. From questions on why they needed a prescription, to the upload process being unclear. The entire experience needed an overhaul.
The Goal:
To create a better prescription process for the customer so that they are more satisfied with the experience and make less customer service calls.
User Research:
I met with the customer service analyst and product manager to review all of the customer feedback in regard to the prescription process. The customers had a lot of questions but couldn't find the answers despite the fact that CPAP.com has an extensive FAQ section.
Synthesizing Research:
I mapped the current user flow to document where the problems were and where improvements could be made.
I found many missed opportunities to engage with the customer and to guide them through the prescription process.
Presenting to the Team:
I presented my user research to the team and we brainstormed some ideas on how to best communication the prescription process to the customers.
The Solution:
An easily findable prescription hub. It houses all of the FAQs and processes surrounding prescriptions. This is the best solution for both the customer and the business, as it will cut down on customer service calls. Putting 'Prescriptions' in the main navigation makes it easier for the customers to find. The new interface for the prescription upload process is clearer.
Testing the Prototype:
We tested the prototype with 5 customers. The customers had mostly positive feedback about the new prescription hub. A few customers who had issues with faxing their prescription in the past, suggested that we stop using that method. Customer service agreed that it was more costly and frustrating then useful.
The Final Design:
The design was created from the feedback from the user test of the prototype. I took out the faxing option based upon the feedback. I also consolidated the form fields to one field for name as that is best practices.
Additional Deliverables:
To build the customers' relationship with the brand, I created two emails. I found, through my research, that the email notification sent after the prescription upload process was lacking. The emails that I created made it clearer to the customer what was going to happen next and showcases Cpap.com's tools and wealth of information on their blog.
Outcomes & Results:
50% drop in customer service calls related to prescriptions
Higher customer satifaction score with prescription process
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