New Customer Project Brief
Company
Prime Matter Labs, a contract skincare manufacturer. I work there full time as the solo designer on our in-house tech team.
Problem
The new project brief for new, organic customers was a too-long wizard that suffered from high drop-off rates. It was also the only way that returning customers, who need far less hand-holding, could request new products.
PML wanted to increase the number of customers opting for off-the-shelf formulas, which have higher margins.
Solution & Outcomes
I designed a much shorter “smart” brief that uses conditional logic to nudge users toward off-the-shelf formulas
A separate brief for existing customers increased efficiency and repeat orders
Preparatory product work & user interviews, executed by me
A bank of modular questions that can be used for both the new customer and internal brief keeps our backend data model neat
Various userflows for the new customer brief
Redesigned brief, which encourages users to choose options aligned with off-the-shelf formulas