The Product
Desktop website for a premium tailoring business; My Private Tailor.
The Problem:
Users are unable to book and find information about My Private Tailor on the current website.
The Goal:
To design a new website where users can book appointment and understand the service provided my My Private Tailor.
My Role:
UX/ UI Designer- Research, information Architecture, wireframing, prototyping, copywriting.
User Research Summary:
Primary research included 100+ direct customer queries collected over the span of 6 months (April 2023- October 2023).
Bookings are slow as they require users to call or email to arrange.
Users are unclear about the turn around time and when they need to come in for their appointment.
Users are unsure of how much the alteration could potentially costing order to account for their budget.
Users are not clear on how the alterations process works, details such as number of appointments and turn around time are not stated online.
Time and money are spent training staff to conduct repetitive administrative tasks such as bookings and customer service.
Backlogs of voicemails and emails caused by influx of customer queries and requests are not able to be followed up due to limited staff resources.
The quality of customer service varies depending on the employees. This directly impacts the conversion rates as employees are the first point of contact for bookings.
The business is highly reliant on administrative duties which allows little to no room for employees to grow. This causes a high turnover of staff.
To help customers understand the process of how their clothing will be altered, including turn around time and number of appointments required.
To help customers quickly answer commonly asked questions regarding the alterations process.
To provide customers with information about the company such as history, goals and location.
1. Updated Hero image with CTA relevant to target market = Increased conversion rates.
2. Relevant main partners highlighted as creditable recommendations = increased consumer confidence.
3. Summary of process explaining to users how the service works = reduced staffing costs and reduce conversion bottlenecks.
4. Section highlighting USPs = increased consumer confidence.
6. Call to Action at bottom of page = increased conversion.
7. Relevant information pages available to minimise customer queries for process, time frames, pricing and etc = reduced staffing costs and reduce conversion bottlenecks.