Project overview
Over my tenure of more than 7 years at HomeServe, I began as a UX Visual Designer and rose to the role of User Experience Design Manager in 2020. Throughout this journey, I've led transformative initiatives for HomeServe.com, achieving strategic objectives and enhancing user experiences. Here are some of the top highlights:
- Designed a paperless strategy that doubled customer response rates in 2023.
- Designed a new onboarding customer experience that increased HS ID (online accounts) gaining +93K new accounts in 2023.
- Designed the creation of a My Account Cross Sell Widget, driving the sale of over 1.1K policies. This instrumental initiative facilitated a record-breaking monthly total of 4K+ organic enrollments in 2023.
- Developed intercept landing page designs to test in cross-sell channels, cart upsell, and quickview, which improved policy sales, conversions and marketing KPI’s by 20%.
- Designed responsive landing pages (homepage redesign, Product Landing Page Improvements) that drove policy, and marketing KPI’s.
- Designed homepage design (hs.com) element that resulted in 20% increase in CVR.
- Developed intercepting landing page designs to test in cross-sell channels that increased marketing KPI’S by 20%.
- Through cross-functional collaboration with strategy and digital teams, created mail-to-web A/B tests and landing page designs that increased partner conversions by 10%.
- Increased Policy sales for HVAC on-Demand, improved marketing KPI’s through landing pages designs such as HVAC HomeServe Energy Service Product Listing Page Integration, Homepage HVAC Integration and Pay-Per-Click landing page designs, and Mail-to-Web landing pages.
- Decreased the load time of the website in SiteCore by 10% in 2019.
- In 2017, I crafted the design and let the SiteCore development for the blog, strategically shaping its content direction and enhancing organic SEO conversions. The blog witnessed a remarkable 61% year-over-year increase in visits, surpassing a cumulative total of 8 million views in 2023.
- In 2017, I led the successful launch of homeserve.com's e-commerce platform on SiteCore. This pivotal initiative fueled remarkable customer growth, propelling our customer base to an impressive 4.8 million. By 2023, our e-commerce platform accounted for a significant 17% of plan sales, underscoring its instrumental role in our business's continued success.
- Optimized the checkout customer experience, that improved product sales.
- Strengthened HVAC sales by designing a geo-targeted landing page experience.
- Optimized cross-sell functionality, Cross-sell widget drove 1.2k policies per month in 2023.
