LET'S TELL A GREAT STORY!
LET'S TELL A GREAT STORY!
THRIFT 101: ONBOARDING
User interviews found that most first-time customers weren’t immediately ready to make a purchase or even sign up when they visit ThredUp. They also feel overwhelmed by our inventory and were not aware of our various shopping tools. To increase account sign-ups and feature adoption, we designed a series of touchpoints for new users.
MEET CUSTOMERS WHERE THEY’RE AT
Customers check out our inventory before they can commit to signing up. We added coachmarks where most customers would spend their time: product landing pages, product display pages, and the saved items page. The content strategy followed these guidelines:
Tell them what it does. Lead with the action and follow through with the intended benefit.
Show them where it lives. After taking the action, another coachmark would show them where the change was made. Ex: A coachmark showing where their favorites were saved.
Remind them to sign up. Ultimately, we want customers to sign up. If they don’t convert from the CTA, we’d surface a sign-up modal with an offer (one time only).
Favoriting items
Setting & Saving Sizes
We user tested multiple explores before landing on the above designs. Some of which prioritised brand voice over brevity. Unsurprisingly, users preferred more direct copy. If I had another stab at it, I would shorten the tooltips even more.
