I worked with the product team to refresh SoundCloud’s offline listening experience for Android & iOS. Offline listening is the #1 feature in converting free listeners to subscribe to SoundCloud Go/Go+, but because it doesn’t work as expected for users, it is also a notable driver of subscription churn.
Pay After Delivery (PAD) gives users peace-of-mind when shopping online. With this benefit they're able to try out online orders for two weeks while PayPal covers the cost of purchase and delivery. I worked with the product team to refresh the PAD product experience by addressing Enrollment and Activation. The overarching issue to address was that PayPal didn't clearly communicate what this feature is, how it works, or how it is beneficial to the user—making on-boarding and activating PAD unclear and frustrating for the user.
The “Cash Pickup” feature allows Serve and Bluebird pre-paid card users to withdraw cash at any Walmart, as an alternative to using an ATM. In 2014, 12% of tax season call volume regarded withdrawal limits that prohibited users from receiving their tax refunds in cash. By building cash withdraws at retail stores, we alleviate this pain point while also reducing call volume.
EMV chips in our pre-paid cards reduce fraud and counterfeit. However, because POS terminals only communicate with servers at specific times of the day, when users reset their PINs the EMV chip may not be immediately registered as “online,” which means the user might need to input their old PIN on first use after reset. In addition, a large portion of call volume is related to our users forgetting their PINs because we don't currently offer a “View PIN” capability. This project alleviates these pain points, and in doing so will also prepare the company for EMV chip cards.
The goal of this project was to create a cleaner newsletter while elevating original content, and drive more clicks by scaling the newsletter for mobile. We began by studying how our users experience our newsletters and how that relates to experiencing the site in general. I created multiple daily newsletters and a “Cheat Sheet” newsletter.