Purchase flow redesign
Role: Product designer
Timeline: 4 weeks
Tools: Figma
Lessonpal is an online tutoring platform where students can purchase and schedule lessons with tutors.
We noticed significant drop-offs during the purchase flow and plenty of accidental lesson repurchases.
I was tasked to redesign the purchase experience to tackle these issues.
I gave the purchase experience at Lessonpal a major redesign, boosting the purchase completion rate to 62%.
Here's a glimpse of the new purchase experience I designed:
1. Getting Started - Research & Wireframes
I kicked things off by chatting with our awesome customer success team. After plenty of conversations and mapping out the user journey in a flow chart, I spotted some major issues in the old Lessonpal purchase experience.
Keeping these key pain points in mind, I wireframed a new experience.
Users should be able to:
1. Schedule lessons easily and avoid repurchasing lessons
2. Communicate with their tutor during the purchase flow
3. Join a meeting
4. Easily navigate between the different steps in the flow
Other key requirements:
1. 100% satisfaction guarantee - Building more trust
2. Educating users through an FAQ section
3. Emotional aspect - Celebrating a purchase
2. Kicking off the designs
Confirm and pay screen
Purchase confirmation
More enhancements
If users are purchasing lessons from a tutor for the first time, we automatically open a dialog (With a pre-populated message) to let their tutor know that they've purchased lessons.
This way, we foster connections between students and tutors that may receive 100+ tutoring requests per day.
Once users complete purchasing and scheduling lessons, they are shown a "Well done!" screen with a floating FAQ button.
Here they can see all lessons they've scheduled, as well as FAQs they may have about their purchase.
3. The results
Once we rolled out the new purchase experience, we witnessed some amazing results: The purchase completion rate boosted to 62%, and the lesson scheduling rate surged to 77%! 🥳
The new flow was not only more intuitive for users, but it also brought huge relief to our customer success team, who no longer had to troubleshoot issues at any stage of the purchase and scheduling process.