Situation
Our client is one of the world’s most valuable technology companies. It provides solutions, devices, cloud systems and services, software, and other products, enabling digital transformation for consumers and businesses.
Our client is a leading cloud technology and services provider
Our client recognized the need to reinvent how it connected and engaged with customers. Its cloud services have steadily grown over the last nine years, but customer engagement was declining, triggering a drop in free trials. It hired Infogain to create intuitive, educational, seamless experiences to persuade users to try the product for free.
Action
To alleviate customer friction, we looked for ways to evolve how users choose products. We assessed our client's website for ways to remove hurdles to sign-ups. We uncovered undefined KPIs, massive engagement drop-offs, and gaps in customer journeys.
We redesigned the free trial experience to align the brand promise with customer experience (CX) principles. Then we built the experience with a focus on CX, making design choices that appealed to all demographics—clearer options, fewer clicks, less copy, and more personalization.
Results
- Expressed simplicity, clarity, and consistency during points of interaction, empowering customers to control their experience
- Fostered community and established trust, inviting outside perspectives and enabling transparency through ratings, reviews, and testimonials
- Enhanced the customer journey of discovery and learning with videos, use cases, and tutorials
- Emphasized the human touch, leveraging relevant data to allow customers to self-serve and complete tasks
Improved conversions to free accounts with a reimagined experience
Empowered customers with clearer options, fewer clicks, less copy, and more personalization
Aligned brand promise with customer experience principles
Projected a 27% increase in trial conversions
-
11
experience initiatives
recommended -
-
7
free trial experiences
evaluated -
-
27%
projected increase in
conversions
Drives results across industries
NAVIK AI solutions for Sales, Marketing, Operations, and Technology turn data from across your organization into insights that drive revenue, efficiency, and results.
Deepen your insights