Seamless Broadband Transfer Experience for Movers
Seamless Broadband Transfer Experience for Movers
Seamless Broadband Transfer Experience for Movers
Streamlining broadband options to help movers find the perfect plan
Streamlining broadband options to help movers find the perfect plan
Streamlining broadband options to help movers find the perfect plan
Helping movers seamlessly transfer their internet service to their new home
Helping movers seamlessly transfer their internet service to their new home
This project focused on redesigning the broadband experience for movers, improving how we manage their internet provider selection during a move. The previous process led users away from the MYMOVE site when they chose to keep their current provider. This experience leads to a drop in conversion rates.
To address this, we aimed to keep the entire user experience within the MYMOVE platform, providing a smoother process that enhances engagement and improves conversion.
This project focused on redesigning the broadband experience for movers, improving how we manage their internet provider selection during a move. The previous process led users away from the MYMOVE site when they chose to keep their current provider. This experience leads to a drop in conversion rates.
To address this, we aimed to keep the entire user experience within the MYMOVE platform, providing a smoother process that enhances engagement and improves conversion.
*This case study excludes certain details to respect confidentiality.
Contact me to discuss the full case study.
*This case study excludes certain details to respect confidentiality.
Contact me to discuss the full case study.
Role
Role
Product designer
Product designer
Team
Team
2 Product Designer, 1 Content Designer, 2 Software Engineers, 1 Product Manager, 2 Business Analysts, 2 Data Scientists
2 Product Designer, 1 Content Designer, 2 Software Engineers, 1 Product Manager, 2 Business Analysts, 2 Data Scientists
Outcome
Outcome
Increased impressions rate by 3%, Increased lead submission rate 11%
Increased impressions rate by 3%, Increased lead submission rate 11%
Platform
Platform
Responsive Web
Responsive Web
Timeline
Timeline
October 2023 – January 2024
October 2023 – January 2024
What is MYMOVE?
What is MYMOVE?
MYMOVE is an exclusive partner of the USPS that helps 35M+ movers streamline their moving experience.
MYMOVE provides essential tools for movers, allowing them to submit their Change-of-Address, compare internet providers, find local movers, update insurance, and more—all in one place. By simplifying these tasks, MYMOVE makes the moving process more efficient and helps users make informed decisions with ease.
MYMOVE is an exclusive partner of the USPS that helps 35M+ movers streamline their moving experience.
MYMOVE provides essential tools for movers, allowing them to submit their Change-of-Address, compare internet providers, find local movers, update insurance, and more—all in one place. By simplifying these tasks, MYMOVE makes the moving process more efficient and helps users make informed decisions with ease.
Problem
Problem
The Broadband page was one of the lowest-performing areas in the MYMOVE flow, resulting in a significant loss of user engagement and impressions. When users selected their internet provider on the Broadband page, they were redirected to a new tab to complete the transfer process on the provider’s website. This disrupted their experience and leaded to abandonment before reaching the next step—the Deals Hub.
This drop in engagement negatively impacted MYMOVE’s overall impression volume and revenue. The challenge was to redesign the Broadband experience to retain users within the platform and recapture lost impressions.
The Broadband page was one of the lowest-performing areas in the MYMOVE flow, resulting in a significant loss of user engagement and impressions. When users selected their internet provider on the Broadband page, they were redirected to a new tab to complete the transfer process on the provider’s website. This disrupted their experience and leaded to abandonment before reaching the next step—the Deals Hub.
This drop in engagement negatively impacted MYMOVE’s overall impression volume and revenue. The challenge was to redesign the Broadband experience to retain users within the platform and recapture lost impressions.
Created by Frederika Rewai
from the Noun Project
Change-of-Address
Created by LUTFI GANI AL ACHMAD
from Noun Project
Set Up Utilieis
Impression
Internet provider
(new tab)
Created by Fran Couto
from Noun Project
Transfer Internet
Created by MihiMihi
from Noun Project
Get Deals
Created by Frederika Rewai
from the Noun Project
Change-of-Address
Created by LUTFI GANI AL ACHMAD
from Noun Project
Set Up Utilieis
Impression
Internet provider
(new tab)
Created by Fran Couto
from Noun Project
Transfer Internet
Created by MihiMihi
from Noun Project
Get Deals
Created by Frederika Rewai
from the Noun Project
Change-of-Address
Created by LUTFI GANI AL ACHMAD
from Noun Project
Set Up Utilieis
Impression
Internet provider
(new tab)
Created by Fran Couto
from Noun Project
Transfer Internet
Created by MihiMihi
from Noun Project
Get Deals
Created by Suharsono
from Noun Project
Unintuitive flow
Unintuitive flow
Unintuitive flow
Redirecting users to the provider’s page in a new tab broke the flow, causing confusion and abandonment.
Redirecting users to the provider’s page in a new tab broke the flow, causing confusion and abandonment.
Lack of personalization
Lack of personalization
Lack of personalization
We asked for user to select their provider without using location data to offer more relevant and personalized options.
We asked for user to select their provider without using location data to offer more relevant and personalized options.
Inconsistent branding
Inconsistent branding
Inconsistent branding
The broadband page design visually differed from the rest of the MYMOVE platform, weakening the brand experience.
The broadband page design visually differed from the rest of the MYMOVE platform, weakening the brand experience.
Design Principal
Design Principal
Through design sprint for brainstorming and research, we identified the need to streamline the Internet transfer process. The key insight was to keep the entire experience within the MYMOVE platform, allowing users to complete the internet transfer process without leaving the site.
Through design sprint for brainstorming and research, we identified the need to streamline the Internet transfer process. The key insight was to keep the entire experience within the MYMOVE platform, allowing users to complete the internet transfer process without leaving the site.
Created by Becris
from the Noun Project
Seamless user flow
Seamless user flow
Ensure that the entire journey is intuitive and uninterrupted, focusing on simplifying processes and minimizing friction for a smooth experience.
Ensure that the entire journey is intuitive and uninterrupted, focusing on simplifying processes and minimizing friction for a smooth experience.
Created by Becris
from the Noun Project
Created by FAUZUL KABIR
from Noun Project
User-centered personalization
User-centered personalization
Leverage user data to deliver relevant content and follow-up communication, making the experience more efficient and engaging.
Leverage user data to deliver relevant content and follow-up communication, making the experience more efficient and engaging.
Created by Becris
from the Noun Project
Created by FAUZUL KABIR
from Noun Project
Cohesive branding
Cohesive branding
Maintain a cohesive, visually appealing design that reinforces trust and brand recognition across all touch points.
Maintain a cohesive, visually appealing design that reinforces trust and brand recognition across all touch points.
Solution
Solution
To address current problems, we designed a new flow where users can seamlessly transfer their service within MYMOVE, avoiding the disruption caused by opening a separate provider’s page.
Starting with mid-fidelity wireframes and progressing to high-fidelity designs, we focused on optimizing the user journey to enhance engagement and impression rates. This integrated flow ensures a smoother experience, allowing users to remain on the platform throughout the process with consistent branding.
To address current problems, we designed a new flow where users can seamlessly transfer their service within MYMOVE, avoiding the disruption caused by opening a separate provider’s page.
Starting with mid-fidelity wireframes and progressing to high-fidelity designs, we focused on optimizing the user journey to enhance engagement and impression rates. This integrated flow ensures a smoother experience, allowing users to remain on the platform throughout the process with consistent branding.
Impact
Impact
The Broadband redesign resulted in a significant improvement in user engagement and conversion. We achieved the following key outcomes:
The Broadband redesign resulted in a significant improvement in user engagement and conversion. We achieved the following key outcomes:
Impression
Impression
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Transfer Lead Submission Rage
Transfer Lead Submission Rage
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Want to learn more about this project? Get in touch to request a case study.
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