Building Trust in Complex Workflows for Ocula Boost
TIMELINE
PLATFORM
Web
ROLE
Design, Research & Strategy
Overview
Ocula Boost helps eCommerce teams transform their customer experience, driving conversion up and costs down. The advanced software scans every online page, analysing against best in class and competitors.
It then provides clear recommendations about the actions to take and pages to focus on, effortlessly driving conversion rate >20% . Example actions include powerful auto-generated product titles, descriptions and image alt tags. Set up takes just five minutes with no IT involvement required.
Problem
Ocula Boost provides actionable recommendations to eCommerce teams, but users faced uncertainty during interactions such as uploading data or implementing changes. This gap in feedback led to confusion, delayed actions, and reduced confidence in the product's efficiency.
Impact
User Complains
Solution
From research and technical discussions with the team, we developed a few key guidelines: be specific about what the problem is, avoid blaming the user to reduce panic, and use plain language instead of technical jargon like error codes. We also use visuals and icons alongside text and color not just for clarity, but for accessibility (e.g. color-blind users) and always surface the most important information with clear next steps, like a support contact.
Exploration
To understand industry standards, how similar strategies have been applied and technical feasibility I explored similar products, also Nelson Normal group was instrumental.
Reduces cart abandonment for high-ticket items by eliminating pre-purchase
anxiety. The buyer knows they hold the leverage until the item arrives safely.
Error Level Groupings
To address user uncertainties in Ocula Boost, I analysed potential feedback scenarios across four key error levels: app, page, component, and action. For each level, I crafted detailed user flows and journey maps, ensuring feedback was contextually appropriate and actionable.
User journey for different error levels
1.App and Page Level Errors
For app level errors they no longer show empty screen but information on what needs to be done, what caused the error. In order not to leave them confused.
From blank pages clear messages on and call to action
2.Component Level Errors
Component level errors now show error cards or notification with clear message on what occurred and how they can get back to what they were doing.
From blank pages clear messages on and call to action
3.Action Level Errors
Action level errors happen when a user is about to take an action i.e click on an export button then what feedback get when it doesn't work. For the action level errors we considered toast notifications to indicate this errors
Most of Planbase users prefer the mobile version as they can have it in there pocket
everywhere they go and upload there work easily
User Feedback
We conducted user testing with some voluntary users to understand how they interact with the new changes and also see if there are any friction points we need to take note of
User testing with voluntary users to understand how they interact with the new changes
Learning
Emphasising clarity in error messages and instructions played a key role in reducing confusion and improving user confidence.
Other Works
