Project Description
Virtual Waiting Room
Client: Avon | April 2020 | www.avon.uk.com
Background
A quick implementation required to manage the traffic surge on Avon’s eCommerce site during the Covid pandemic to. avoid website slowdowns, crashes & negative user experience.
The design requirement was to keeps visitors informed while on the queue page about the wait times and keep them engaged while waiting.
The solution we implemented was activated only when the preset website capacity threshold is exceeded.
Process
We started by thinking how to split the direct customer’s traffic from the representative traffic (users that use the eCommerce shop homepage as the entry point to their OMS, not to shop ).
The solution we implemented allowed the representatives to bypass the queue in order to use their Order Management System and at the same time allowed more customers to enter the shop quicker.
I created a few wireframes exploring various layouts and content, then assessed them with the team to narrow down the solution.
Solution
While in the waiting room, customers could are kept informed about the waiting time and can browse through images of the latest Avon products & offers. This approach kept the users engaged allowing Avon to use the waiting room as an opportunity to promote new products, that users could shop once on the website.
