
Problem:
How might we streamline and optimize the sign-up process for new and existing Peddlr users?
Solution:
Restructed the sign up process based on user navigation patterns & redesigned sign up form.
Impact:
Improved usability , improved customer satisfaction and reduced drop-off rates from the sign up process
Role:
UX Researcher / Designer
What's the problem?
Peddlr faced significant challenges with high drop-off rates at critical stages of user engagement, namely from app installation to signing up and from registered users to active app usage. Despite successful app installations, a notable portion of users fail to complete the sign-up process, resulting in missed opportunities for user acquisition and engagement. Furthermore, even among registered users, there is a concerning trend of inactivity, indicating a disconnect between initial interest and ongoing app usage.

Brainstorming
As the sole UX Researcher at Peddler, I collaborated closely with the UX team to address the challenges of high drop-off rates during the app installation and sign-up process, as well as the issue of user inactivity post-registration. Together, we conducted extensive brainstorming sessions to identify potential restructuring and incentive strategies aimed at improving user engagement and retention. Our brainstorming process involved analyzing user feedback, analyzing app analytics, and exploring industry best practices to inform our discussions.

Testing our assumptions
To validate our hypotheses and evaluate the effectiveness of various solutions, I conducted a customer satisfaction survey. Our goal was to gather qualitative insights from real users with the redesigned process.
CSAT Findings Summary ​
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Findability: 96.29%
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Navigation: 96.29%
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Clarity of Instruction: 88.89%
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Length: 100%
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User Experience: 100%
​
Overall Satisfaction Rate: 96.30%
Here are some of the feedback from our users.
"Ang feedback ko po sa registration process ay okay naman po sya madaling maunawan ang mga hinihinging impormasyon at wala naman pong malaking problemang naging sagabal sa pagre-register"
- Peddlr user
"Ang dali mag-signup ganun tas number lang verified ka na..."
- Peddlr user
Results
Before:

Homepage

Account Creation

OTP screen

Business details
After:

Homepage

Account Creation

OTP screen

Business details

Gift Referral