I worked with project managers and key stakeholders to develop the customer journey for the then-new Subscribe & Save, PIXMA Print Plan, and Auto Ink Delivery Service (these names have since been changed) buying and email journeys.

The buying journey for each segment started from the homepage and followed customers through to product pages for ink and printers, basket and checkout. For this customer journey project, I created UX copy for the homepage drop-down menu, basket, subscription section within the customer’s account and badges on the product page.

I also developed the email journeys for each of the segments.

I created email journeys for clients at different stages of their trading journey. These were leads, unfunded to funded, funded to traded, demo (MT4 & our proprietary ADSS trading app), and drafts (people who had started their application but not yet completed it). Each journey consisted of five or six emails aimed at helping move traders to the next stage of the trading funnel, ultimately ending in clients continuously trading with us.

Customer retention is incredibly important for e-commerce, so during my time at MyOptique, I worked on many projects focused on creating re-engagement and welcome emails. These were designed to encourage shoppers to complete their online order, continue browsing our site, welcome them to Glasses Direct or try out our Home Trial service.

The purpose of these emails was to share more personalised messages with our client base depending on which customer segment they belonged to and what product(s) they had shown interest in. These emails were sent out alongside our promotional BAU weekly emails.