Dermatica is a science based skin care brand that struggled with retention and engagement with customers past a three month period. Typically a customer wouldn’t see the benefit of the product within the first three months, which can lead to to high exit rates. So the ask was, how could they could they improve their retention rates?

I started with reviewing the current offering as well as against competitors in the skin-care market. Using my experience with e-commerce best practice i’d suggested a number of changes to key pages on the site, such as the product details page. I provided wireframes that were heavily annotated with things to consider based on my research and experience.

I hypothesised being more transparent around what a customer may experience during their skin treatment may help manage expectations. I also considered added a new module to the page to highlight the option to check in with a Dermatologist and share an update earlier in their treatment flow.

The process was fairly typical for me, pen and paper, wireframes and through to design. Although the UX sat with a separate team at this point i did provide annotated wireframes and documentation around the proposed changes.

The proposed changes also refreshed the design a little to help with visual hierarchy as well as some of the mobile modules to help the experience feels more seamless. It was quite clunky and with adding in elements of interacting with your dermatologist i felt it was benefit from an updated interface and utilising elements such as accordions, tool tips and anchored elements.