Airtasker — Global Sprint (Coupons)
We conducted our first sprint in the UK, the global team came over from Australia and we sat down to discuss what what were the pain points we were facing after launch in the UK.
Design
Support Research
The problem
Why weren’t our coupons being used?
What were the painpoints our users were experiencing during our coupon flow?
The current solution
The add coupon option only appeared after you added payment details
Research
We gave users a physical coupon and observed how they would use the coupons to post their first task, we grouped our findings below
How might we
Reduce the "constant question" around when the coupon will be used
Reduce anxiety around the payment taken from a personal account before realising the value of Airtasker
Reduce the length of realising the value/delight of the coupon
Iterations
I tried a few versions trying to satisfy our how might we’s - we did a few variations which we continued to test
Add the coupon before posting a task and showing reminders that you have a coupon
What worked
Starting the flow with a coupon was reassuring to the user - eliminating the question of when they would use it
What didn't work
Ended up unnecessarily reminding them of the coupon - it was preventing some from moving through the post task flow easily
Adding the “-£10” of the coupon value to the task price confused everyone
Making “add coupon” visible before payment details - Winner!
What worked
Surfacing “add coupon” before adding payment details assured our users that their coupon was being used
Showing the total price being paid out of their card got rid of confusion on what they were paying for the task
What didn't work
The coupon was still being used fairly late into the post task flow