DESIGNED FOR
Lyka Pet Food
ROLE
- UX/UI Design
- It’s Nice That
- AIGA
- Fonts In Use
- The Dieline
DATE
Dec 2023
01. SUMMARY
Lyka Pet Food provides premium dog meals delivered fresh to your door in Australia.
Lyka aims to boost engagement with current customers via digital channels and enhance retention rates between their initial and subsequent box purchases.
SERVICES
• Competitor Analysis
• User Insights
• User Interface design
• Wireframing
• Testing
DELIVERABLES
• Personas
• Journey Map
• Wireframes
• High-fidelity Prototype
OUTCOME
I analysed the user experience and provided strategies to improve customer engagement and retention.
This involves offering transition support, enhancing customer appreciation, and developing a prototype to visualise proposed enhancements.
Contact
email@domain.com
000-000-000
02. PROBLEM
A third of Lyka customers cancel their subscription after the first box.
High Pricing and Difficult Transitions
Feedback from Trustpilot and Facebook reviews indicates that while many customers were pleased with Lyka's products and services, some cited high pricing and challenging transitions as areas for improvement.
Unmet Expectations
Customer dissatisfaction arose from instances where expectations were not met.
Lyka customers want and expect:
• convenient product with easy transition
• good customer support
• discounts/rewards for loyalty
How might we
support challenging transitions and enhance product value to justify pricing, fostering customer retention?
03. SOLUTION
Introducing offline and online customer touchpoints
providing added support and value.
A transition guide pamphlet providing transition tips,
and new features to online customer portal, including
a community forum and loyalty rewards program.
Personalised Recipe Recommendation
Tailored recipe recommendations address dog health issues, emphasizing personalized support.
Filters and tags enhance visibility, ensuring easy access to relevant information.
Lyka Community Forum
The community forum, accessible within the online account portal, offers an inclusive space for the Lyka community to connect and share their journey.
It is an information hub for Lyka tips and tricks, allowing easy navigation via keyword search, serving as a valuable resource hub exclusive to Lyka customers.
Loyalty Rewards
The rewards system exemplifies appreciation for customer loyalty, encouraging continued subscription and reward collection.
It also enables a personalized experience, with birthday surprises based on purchase history and milestone celebrations.
04. OUTCOME
Review
Search function and Tags
Lyka added a search function and filter tags in their blog similar to that displayed in my forum page.
