year 2024

Logo
Logo

Key contribution

UX/UI

user testing

RESEARCH & DISCOVERY

EXPERIMENTATION

Feature development

design system

Result

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ENEco SME Sales Conversion

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overview

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Eneco SME Sales Funnel

Eneco's SME sales funnel was converting just 2.7% of users, with mobile performance nearly half that of desktop. I led a full research-to-delivery cycle: discovery workshops, emotional journey mapping, prototype testing, and a 50/50 A/B test with 100% statistical confidence. Result: 65.6% CTR on the offer step (+5.7% uplift) and a 24% lift in final conversions, the winning variation was fully rolled out.

Tools used

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The Problem

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The Problem

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A Funnel Losing Customers at Every Step

Data analysis revealed four issues driving drop-off:

Funnel Friction: Too many steps → high drop-off

Conversion Rate: 2.7% of ~10,000 users completed

Device Gap: More mobile traffic, but higher desktop conversion

Pricing Impact: Premium pricing may reduce competitiveness

old flow & tags - Funnel friction

SME Sales funnel lead generation (Conversion rate: 2.7% - Data Range: 12/20/2023 - 2/18/2024)

Mobile users only (Conversion rate: 1.3% - Data Range: 12/20/2023 - 2/18/2024)

Desktop users only (Conversion rate: 5.4% - Data Range: 12/20/2023 - 2/18/2024)

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Research & Discovery

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Research & Discovery

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Mapping the Emotional Journey

The core finding: users weren't dropping off because of pricing, they were dropping off because of friction and confusion. I led a cross-functional workshop to map the emotional journey across three user flows, identifying the exact moments causing most of the loss:

Flow 1: I know my consumption

Flow 2: Help me estimate

Flow 3: Checkout after selecting the offer.

From the workshop, we developed several hypotheses about user experience challenges, which we then validated through user interviews. In the workshop, we used an emotional journey map to understand how users felt at different stages of the funnel. This map showed where users felt frustrated or satisfied. Our goal was to find these key moments and use them to make the user journey smoother and more engaging.

Emotional journey map workshop (clustered feedbacks) - Flow 1: I know my consumption

Emotional journey map workshop (clustered feedbacks) - Flow 2: Help me estimate

Emotional journey map workshop (clustered feedbacks) - Flow 3: Checkout after selecting the offer.

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User Testing

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User Testing

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User testing

In collaboration with the product researcher, we designed a script and conducted interviews with several users. Each participant navigated the old funnel while sharing their thoughts and emotions aloud.

old funnel flow

"The process takes too long, there are too many steps.”

user image

Daan

The Netherlands

“The initial 'living and working' question is confusing—it’s not clear why this is needed.”

user image

Sophie

The Netherlands

“I’d like to review the offer without having to start all over.”

user image

Lars

The Netherlands

"The process takes too long, there are too many steps.”

user image

Daan

The Netherlands

“The initial 'living and working' question is confusing—it’s not clear why this is needed.”

user image

Sophie

The Netherlands

“I’d like to review the offer without having to start all over.”

user image

Lars

The Netherlands

"The process takes too long, there are too many steps.”

user image

Daan

The Netherlands

“The initial 'living and working' question is confusing—it’s not clear why this is needed.”

user image

Sophie

The Netherlands

“I’d like to review the offer without having to start all over.”

user image

Lars

The Netherlands

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Insights

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Insights

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Five Opportunities, Prioritised

Based on the research and user feedback, we identified and prioritized the following areas for optimisation:



Simplified Journey: Fewer steps, less drop-off

Email Option: Save and review later

One-Page Offer: Clearer pricing in one view

Clear Questions: Less confusion, lower cognitive load

Auto-Fill leveraging API: Less manual input

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Solution

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Solution

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Prototyping

Combining benchmark analysis, workshop findings, and interview insights, I developed high-fidelity prototypes and tested them with real users before any development began.

Example of prototype tested:

“The flow is logical and easy to follow, especially with fewer clear questions.”

user image

Daan

The Netherlands

“I love not having to re-enter my information when I receive the offer by email.”

user image

Lotte

The Netherlands

“The new funnel feels faster and smoother compared to the original.”

user image

Sanne

The Netherlands

“The flow is logical and easy to follow, especially with fewer clear questions.”

user image

Daan

The Netherlands

“I love not having to re-enter my information when I receive the offer by email.”

user image

Lotte

The Netherlands

“The new funnel feels faster and smoother compared to the original.”

user image

Sanne

The Netherlands

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Validation

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Validation

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validation and personal opinions

The tests validated the changes and demonstrated an improved user experience, especially for those familiar with the previous funnel. Even users who hadn’t used the previous version found the new flow intuitive and quite fast.

Design insight: After developing the high-fidelity prototypes and testing them with users, I noticed that while the overall improvements were well-received, the sales flow still needed further refinement. Specifically, users didn’t perceive the stepper clearly, which could lead to unnecessary confusion. To address this challenge, would require a company-wide alignment, as adjusting the stepper logic would affect all flows across the website, both B2C and B2B. At this stage, our focus was primarily on validating the key hypotheses, so we avoided a full overhaul of the flow. Additionally, delivering a completely different experience might confuse users, especially during A/B testing. Based on feedback from the Growthbook team, we decided to implement changes gradually, rather than overwhelming users with two completely distinct flows. This approach ensures a smoother transition and more reliable test results.

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Key Feature

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Key Feature

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E-mail Me the Offer

One of the standout features of the redesign was the “E-mail Me the Offer” functionality, which provided users with:

➔ The ability to email offers for later review.

➔ A quick return to the offer page without re-entering any details.

Flow - e-mail Me the Offer (Current vs new)

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Experimentation

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Experimentation

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A/B Testing

To measure the impact of the full Sales Flow optimizations, we prepared a 50/50 A/B test (In The Netherlands) comparing the original and redesigned funnels. 

Key metrics:

➔ Primary Metric: Percentage of users reaching the offer step (Reduction in drop-offs).

➔ Secondary Metrics: Average conversion rate at the thank-you step.

➔ Guardrail Metrics: Cancellation rate, customer satisfaction, page load time, and page exit rate.

We also planned to introduce Hotjar, which wasn't available initially, to gain deeper insights into user behaviour throughout the funnel.

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Results

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Results

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the impact

The 50/50 A/B test ran in the Netherlands with 100% statistical confidence. The winning variation was fully implemented, delivering a 65.6% CTR on the offer step (+5.7% uplift) and a 24% lift in final conversions, directly strengthening SME acquisition and monthly recurring revenue.

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CTR on the offer step

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CTR on the offer step

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ENEco SME Sales Conversion

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increase in Monthly Recurring Revenue (MRR)

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ENEco SME Sales Conversion

experimentation results - sme sales flow

Experimentation Owner Announcement (Slack)

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Reflection

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Reflection

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Lesson Learned

Conversion optimisation is a team sport, design, product, data, and marketing need to move together. The biggest lesson: even well-validated improvements need incremental rollout to avoid confusing users mid-journey. Shipping "Email Me the Offer" as a standalone win before overhauling the full flow was the right call. Next time, I would build a shared experimentation roadmap with growth and analytics from day one, not after the first prototype.

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GET IN TOUCH

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Let'S WORK

TOGETHER

Open to Senior and Lead Product Design roles, in The Netherlands or Remote.

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GET IN TOUCH

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Let'S WORK

TOGETHER

Open to Senior and Lead Product Design roles, in The Netherlands or Remote.

GET IN TOUCH

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Let'S WORK

TOGETHER

Open to Senior and Lead Product Design roles, in The Netherlands or Remote.

GET IN TOUCH

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Let'S WORK

TOGETHER

Open to Senior and Lead Product Design roles, in The Netherlands or Remote.