We designed a brand new website for the store focused on mobile experience. We implemented a booking system that the store owner could control using a user friendly interface, and the clients had the option to change or cancel their appointments. Through this process we were able to reduce the monthly budget for SEM without affecting their website traffic by increasing natural traffic and re-allocating a portion of the funding to physical promotional values.

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We employed the Design Thinking Process to identify the challenges the store was facing and identify possible ways to address them. We then created a series of prototypes and finally ran A/B testing to evaluate the best option.

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Identify what is going wrong with the old solution and convince the client to adopt a new way of working, which can be challenging for small businesses due to their mentality and risk-averse behaviour.

I was only able to get the client’s buy-in by involving them in the discover and define stage. By showing them the competitive analysis findings so that they could understand how their competitors were ahead of them, I was able to both convince them into trusting in the change they needed, but also used their expertise of their field and understanding of their customers to generates ideas on how to increase their monthly appointments.