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Metail - Fit Advice

User Research. U.Testing. UX/UI App

Metail’s app allows users to try clothes online. The data report shows that users are engaged, however, there is a drop off in the add to bag funnel, customers are leaving the app before choosing a size.

The Challenge: Understanding customers with size issues and developing a new feature to increase conversion, generate sales and reduce returns helping the online customer to make the right decision when choosing a size.

Problem detected

• Huge drop off before making the purchase.
• Customers order different sizes and return them later.

Target audience

• People that are in between sizes or have problems choosing a size.
• Customers that browse clothes online but leave before making a purchase.

See prototype

Results

Listen to your customers

Data collected one month after releasing new feature shows big improvements in adoption and conversion which means more people are finalising the purchase.

• Higher adoption rate and users adding more to bag.
• Conversion rate above baseline metric

But more importantly our Net Promoter Score (NPS) went up, this is a fundamental metric because it measures consumer satisfaction.

Personally, I learnt that listening to customers feedback is key to build a successful product and it’s only through iteration mistakes and learnings that you find a solution.