https://www.suzanneburley.com/blog daily 0.75 2022-03-19 https://www.suzanneburley.com/home daily 1.0 2024-02-21 https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1595463526121-U0T3Y1A2JQ6EFL05E0TB/download+2.jpeg Suzanne Burley Product Manager https://www.suzanneburley.com/about daily 0.75 2022-03-19 https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/495be5b0-dd2a-48e1-8d8d-fb05dd72e7bd/Screen+Shot+2022-03-19+at+9.20.59+AM.png Portfolio - Reducing Return Rate Problem The customer experience team reached out and informed me the #1 reason for mattress returns was that the product was either “too firm” or “too soft”, a metric that is highly subjective. Updating product descriptions was not an option due to legal constraints. Action * Partnered with 3rd party review vendor to implement an out-of-the box “fit” rating. * Since the content was user-generated, no legal review was required. Result Returns dropped by 30% within 3 months of launch. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1522782637543-ATIL8WKMMSY56WPQ022N/rewards+border.jpg Portfolio - Launching a Loyalty Program Problem The marketing retention team needed to launch a new Loyalty program by a specified date to increase customer retention. With an existing program in place, this involved a integration with our backend systems, a database migration, and new customer journey flows, including email marketing. Action * Led UX process and created development roadmap using customer journeys to define minimum viable product. * Gained consensus from internal stakeholders on major milestones and go/no-go criteria. * Communicated build plan and requirements to off-site development team. * Represented technology team in vendor conversations. * Tested experience and resolved bugs before launch. Result Initial launch in February 2018 with splash page and early registration. Full launch on schedule in March 2018 with backend and customer-facing integration and no site outage or negative customer feedback. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1581125590845-51QZVE6KWCCOPYF788Z6/Screen+Shot+2020-02-04+at+7.38.11+PM.png Portfolio - Navigation Optimization Problem With a growing portfolio of home good products, the site merchandising team wanted a way to Increase product discoverability on the website. Action * Implemented search in top navigation bar. * Analyzed search results and discovered #1 search term (“Pillows”) was an existing product in site. * Added pillows to navigation under “Bedding” category. Result Pillows decreased from 0.40% of searches to 0.18% within one week. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1522782835900-RJRN8XOGVDF3FRIDU7FZ/SDS+crop2.jpg Portfolio - A study in internal UX process design Problem Completing customer orders for graphic design services was an un-scalable process, resulting in long turnaround times. Additionally, since few Customer Service team members - the main sales channel - were able to correctly identify which service a customer would need during the initial intake, a second outbound contact was often required to relay information to the customer and collect payment. Action I analyzed Net Promoter surveys and order history going back 2 years to identify customer pain points and trends in service requests. Following Pareto's Law, 80% of orders were completed within 1 hour, while 20% of orders took more than 2 hours, yet the longer orders could unexpectedly tie up a graphic design resource for more than half a day. Unexpected delays in order fulfillment was the biggest cause for negative customer feedback. The problem was solved in three ways: * I collapsed 7 different design services into three buckets with umbrella pricing for each. * I had the design team create easy-to-read sales materials and conduct training sessions with Customer Service. * Graphic designers were cross trained to create redundancy. Result Cost-per-service decreased by 30% Y/Y, primarily due to less administrative time spent communicating with Customer Service and increased first-touch order completion. Overall revenue also increased, as Customer Service utilized training materials to close sales during the initial customer contact. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1517881849664-57NH2DAGEOUXUF4XW5VA/dogs+walking.jpg Portfolio https://www.suzanneburley.com/hero-image-2 daily 0.75 2016-04-25 https://www.suzanneburley.com/contact daily 0.75 2018-02-08 https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1517964582974-4SZMRKOU33QFS5EPM91K/image-asset.jpeg Suzanne Burley Contact https://www.suzanneburley.com/experience daily 0.75 2022-03-19 https://www.suzanneburley.com/new-page daily 0.75 2019-09-16