Design ok please

BACKGROUND

Please describe your company and position.

I am the Marketing Manager

Describe what your company does in a single sentence.

My compay sells cosmetic products over the internet. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Design ok please to accomplish?

• improve customer conversion
• improve visual design and language

SOLUTION

How did you find Design ok please?

Referral

Why did you select Design ok please over others?

• Pricing fit our budget
• Good value for cost
• good portfolio of work

How many teammates from Design ok please were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Scope of Work:
The vendor was engaged to elevate our digital presence and improve the overall user experience across our platform. Their work encompassed both strategic design thinking and hands-on execution, with a strong emphasis on strengthening our brand identity, streamlining our ordering process, and improving customer conversion rates.

Key Deliverables:

Creation of a Comprehensive Visual Identity
They developed a clear, cohesive visual identity that reflects our brand values and personality. This included defining a consistent color palette, typography, iconography, and imagery style, ensuring that every touchpoint aligns with our brand ethos.

Designing an Intuitive User Flow for Ordering Items
They mapped and designed an optimized user journey for customers placing orders, focusing on simplicity, clarity, and reducing friction at each step. The improved flow made navigation and order completion significantly more intuitive.

Reducing Customer Drop-offs
Through a combination of UX refinements, visual hierarchy improvements, and better CTAs, they successfully identified and addressed pain points that were causing customer drop-offs, resulting in measurable improvements in conversion metrics.

Website UI/UX Uplift & Brand Alignment
They refreshed and redesigned the overall website to ensure visual consistency, improved responsiveness, and alignment with the new brand identity. This uplift gave the platform a more professional, trustworthy, and engaging feel.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Before Redesign (Previous Data)

• Conversion Rate: Our site was hovering at 2.2%. That means only 22 out of every 1,000 visitors made a purchase or completed an order.
• Customer Drop-Off Rate: During checkout, around 41% of users would abandon their cart—often out of frustration or confusion.
• Order Completion Rate: About 61% of customers who started an order made it to the finish.
• User Satisfaction: Feedback scores averaged 3.2/5 across platforms, and repeat visit rates were uninspiring.

After Vendor's Deployment (Current Data)

• Conversion Rate: Immediately after launch, conversion rate jumped to 2.9%, and after three months stabilized at 3.3%. That’s a 50% improvement in completed sales, far above market average.
• Customer Drop-Off Rate: With a streamlined user flow and better support, drop-offs reduced to 28%—meaning we recovered a 13 percentage-point improvement, translating directly to more completed transactions.
• Order Completion Rate: Now 82% of users who start an order finish it—up from 61%, a 21 percentage point gain, and well above the industry benchmark.
• User Satisfaction & Loyalty: Feedback scores rose to 4.5/5, and repeat purchase rates increased by 37%. Our site now feels more consistent and trustworthy, which customers mention regularly in reviews.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They were very good at delivering everything on time. There were few hickups in the start but once they got on pace everything went smoothly

What was your primary form of communication with Design ok please?

Virtual Meeting

What did you find most impressive or unique about this company?

• Time to deliver was quick
• The attention to detail was very impressive
• They helped us and suggested ideas above and beyond the book of work

Are there any areas for improvement or something Design ok please could have done differently?

They should start using erp software to manage work