Extended Warranty - Carrefour Brazil

Extended Warranty is a very valuable product for e-commerce, and based on that, this product needed some adjustments and improvements to perform better.

PROBLEM

In 2018 the Extended Warranty in Carrefour Brazil's e-commerce had a big problem: the site has been responsive and more than 70% of users used to make the purchase flow via mobile. When the product was put in the cart, the offer page of the warranty simply did not appear. The user only had access to the page via the desktop, so with this problem in hand, we had to make it work both desktop and mobile. This was also an opportunity to improve the experience.

DESK RESEARCH AND USABILITY TESTS

We started the work with desk research involving Carrefour + Competitors + Assurant Company

We carried out internal usability tests with the HR, Finance, and Legal areas as they did not have much contact with e-commerce, and because of that, they were unable to go into the field. The tests lasted approximately 30 minutes per person.

Goals: Obtain indications about the flow and elements of the proposed interfaces, which could prevent the correct development of tasks by users.

10 ~15 minutes: Conversations about Extended Warranty
Whether they buy it or not, the reason, what they understand about the service, etc.

10 ~15 minutes: Usability Test
With the prototype built in Invision, we analyzed how the user behaved when navigating the screens.

INSIGHTS

All the 6 layout versions were tested, which generated some certainties that we already had based on what worked out in the old layout and some "uncertainties", which showed us that we were on the right path.

FINAL CONSIDERATIONS

After the entire process, the final layout incorporating all the insights and feedback we had from users was reached, the mobile problem was solved, and an increase in conversion between 7% and 10% was achieved. Even after being implemented, we continued improving with the help of tests and metrics.