Boosting Growth & Conversions for Lime Telenet: 165% increase in unique site visitors and 57% increase in service subscribers.
Lime Telenet is a leading provider of residential and commercial communication services based in Emeryville, Ontario. With a focus on innovation and customer satisfaction, Lime Telenet offers a range of services including hard-lined and wireless internet, home phone services, and comprehensive Hosted PBX solutions. By leveraging my expertise in user journey, conversion optimization and web development, Lime Telenet was able to provide a seamless experience for their customers while optimizing their online ordering process, order management, and customer support.
Overview
Lime Telenet faced a significant challenge in acquiring new customers through their outdated website. The old platform lacked a clear user journey, causing confusion and frustration among potential customers. The website's structure was disorganized, with services scattered across various pages, making it difficult for users to navigate and understand Lime Telenet’s offerings.
Without a cohesive website architecture strategy, customers struggled to find the information they needed, resulting in missed opportunities and a lower conversion rate. Lime Telenet recognized the need for a complete digital overhaul to create a more intuitive, customer-friendly experience. The goal was to improve user engagement, increase conversions, and optimize the overall customer journey.
Objectives
- Simplify Online Ordering: Provide customers with a convenient online platform for ordering internet and phone services, simplifying the ordering process, and increasing accessibility.
- Streamline Customer Onboarding & Order Management: Streamline customer onboarding and improve order management by integrating Sonar Business Support System & Operations Support system (BSS/OSS) via API, ensuring accurate and efficient storage of customer orders and subscription details.
- Enhance Customer Support & Response Times: Implement a chat system that allows multiple agents to connect with customers for service inquiries and troubleshooting, enhancing customer support and reducing response times.
Success Outcome
165%
Increase in new users in first year.
173%
Increase in page views.
30%
New paid customers in first year.
13.2%
Decrease in bounce rate.
Revamping the User Journey: How Lime Telenet's Website Redesign Streamlined Ordering, Simplified Upselling, and Boosted Customer Engagement
To optimize Lime Telenet's online presence and improve the customer experience, I focused on enhancing the user journey through a comprehensive website redesign. My strategy centered around four key areas: simplifying online ordering, implementing upsell prompts, streamlining order management via API integration with Sonar, and providing efficient chat support.
For the first objective, I designed an intuitive online ordering system that guided customers through the process of selecting their desired services, adding upsells, and completing orders in a few clicks. I ensured that the user journey was seamless, with clear instructions and relevant information throughout the checkout process.
To further boost conversions, I integrated upsell prompts for modems and wireless routers, strategically placed at key touchpoints to encourage customers to add these products before checkout. This helped optimize the user journey by providing relevant recommendations and simplifying the purchasing process.
Lime Telenets core navigation structure.
For the second objective, I successfully integrated Sonar BSS/OSS platform with the website through API integration, ensuring that new customer information and orders were synchronized accurately and efficiently between the two systems. This streamlined order management, reducing errors and increasing overall efficiency in processing orders.
To meet the third objective, I implemented a multi-agent chat support system that provided customers with timely assistance for service inquiries and troubleshooting. By improving response times and providing prompt support, I enhanced the user journey and improved customer satisfaction.
Integration of Sonar BSS/OSS platform into Lime Telenets website using API.
The outcome: Lime Telenet sees increase in unique site visitors and extensive growth in new service subscribers within the first year.
The comprehensive strategy resulted in a website that enhances the user journey and provides an enjoyable online experience for Lime Telenet's customers. The simplified ordering process, upsell prompts, streamlined order management, and efficient chat support features have contributed to increased traffic, customer engagement, and conversions. Overall, the approach has successfully achieved Lime Telenet's objectives and resulted in a more effective online platform that prioritizes the user journey.
Crafting an Exceptional User Journey: Prototyping Lime Telenet's Website for Enhanced Navigation, Responsiveness, and Support
During the prototyping stage, I meticulously designed and tested the Lime Telenet website to ensure an exceptional user experience across all touchpoints. The primary objective was to create a seamless journey for customers, starting from their first interaction.
To achieve this, I developed a modern, responsive design that prioritized intuitive navigation and clear communication - with easy-to-understand labels and logical groupings of services, making it simple for users to find what they needed quickly.
To enhance the user journey further, the integrated chat system enabled multiple agents to connect with customers for service inquiries and troubleshooting. This touchpoint provided customers with quick and convenient support, reducing response times and improving overall satisfaction.
Throughout the prototyping process, I emphasized the importance of user-centric design principles, focusing on creating an intuitive, easy-to-use platform that met Lime Telenet's objectives while delivering a superior customer experience. The result is a website that sets Lime Telenet apart from its competitors and provides customers with a seamless, enjoyable experience at every touchpoint.
Wireframes of Lime Telenet website - Desktop version.
Final design of Lime Telenet website - Desktop and mobile.