Selected client transformations.

Challenge

Sonnet's customer-facing and fully digital company label was in trouble because customers were asked to manually call in or use the chat feature on the website for their concerns which is a redirection putting customers out of their way. This results in a broken flow and customer frustration. The drop-off rate on started to climb rapidly, costing an estimated $1.2M annually.

Solution

Use email instead. Customers would now feel special and prioritized as they signed into their account, to be recognized, then be presented a way to share exactly what the exact issue was, and get help for that exact thing. Every interaction was designed for speed, clarity, and mobile-first performance.

Results

Challenge

The purchasing experience for licensing was fragmented with multiple issues. Operating on a legacy portal that caused duplicate emails in the system with no way to manage it. Clarity of purchasing via checkout caused purchasing mistakes and lots of confusion which spiked support calls and service location visits. Creating an account became cumbersome to manage because signing in could be via email or driver’s licence with no validation.

Solution

An end to end experience what this solution deserved using new systems. The system managed duplicate emails for admin, customers, vendors and everyone in between. Checkout was completely redesigned to offer clarity of product, whether it was deliverable or not and who was getting exactly what they ordered, no matter what country they are from. Creating an account was narrowed down to email because every email is unique which eliminates confusion of millions of accounts.

Results