B&Q: App Onboarding Journey
The Problem:
User testing found that the B&Q native app installation journey could be greatly improved. The main issues being lack of branding, not adequately explaining app features and user settings. We are also potentially missing out on the opportunity to mention the B&Q club card app feature in this journey.
Customer Research & Testing
Two days of 60 minute remote 1:1 user research sessions. A range of users from low to highly skilled in DIY including some who are also in the building trade. We compared B&Q native mobile app to other apps in order to generate rich comparative data to better understand how B&Q is performing.
Findings from testing:
What can we fix?
Landing screen
Ensure this screen shows the B&Q logo, to help avoid customer confusion.
Create a more engaging first screen for the customer (instead of an orange bar graph!)
Use this space to give a quick visual insight to what B&Q is/and does.
Use this space to give a quick visual insight to what B&Q is/and does.
Analytics screen
Make it clearer for the customer to understand what the consent is for.
Improve the copy to be more customer friendly, and less robot-speak.
Use a design style that can be used consistently across further onboarding pages.
Notifications screen
Improve the imagery, from the current phone (within a phone) image.
Ensure the page has a consistent look with other screens in this journey.
What can we add?
This is a great space to promote the use of your B&Q club card direct from your app.
Presenting the B&Q club card at this point will inform new customers that the B&Q club exists, and remind existing customers about it also.
Presenting the B&Q club card at this point will inform new customers that the B&Q club exists, and remind existing customers about it also.
Designs:
Before and After Videos:
