Overview:
Create visually appealing, user-friendly email communications that align with FreeStyle Libre 2 Canada’s CRM objectives, adjust the communication cadence to offer support during the initial weeks of onboarding and then gradually reduce the frequency before inviting subscribers to join a dedicated “Retention” stream.
Create visually appealing, user-friendly email communications that align with FreeStyle Libre 2 Canada’s CRM objectives, adjust the communication cadence to offer support during the initial weeks of onboarding and then gradually reduce the frequency before inviting subscribers to join a dedicated “Retention” stream.
Challenge:
Improve subscription retention by 20% in 2024.
Improve subscription retention by 20% in 2024.
Optimization Strategies:
• Enhance existing content based on provided user experience (UX) recommendations.
• Maintain a balanced mix of product-focused and patient-focused content.
• Integrate interactive features, such as quizzes, surveys, and calls-to-action (CTAs), and foster a stronger sense of community.
• Feature patient stories and healthcare professional (HCP) - led video content to improve relatability and build trust.
• Emphasize information about insurance coverage and showcase all available types of customer support.
• Reorder existing content and introduce new emails to better match the product onboarding journey.
• Extend the duration of each email stream to cover four to five sensor replacements
Process:
1. Journey Mapping
2. Audit of existing email templates - (UX/UI) - Presented improvement recommendations
3. Prototype Development
4. Compliance Alignment
5. Development handoff/QA testing
• Enhance existing content based on provided user experience (UX) recommendations.
• Maintain a balanced mix of product-focused and patient-focused content.
• Integrate interactive features, such as quizzes, surveys, and calls-to-action (CTAs), and foster a stronger sense of community.
• Feature patient stories and healthcare professional (HCP) - led video content to improve relatability and build trust.
• Emphasize information about insurance coverage and showcase all available types of customer support.
• Reorder existing content and introduce new emails to better match the product onboarding journey.
• Extend the duration of each email stream to cover four to five sensor replacements
Process:
1. Journey Mapping
2. Audit of existing email templates - (UX/UI) - Presented improvement recommendations
3. Prototype Development
4. Compliance Alignment
5. Development handoff/QA testing
Outcome:
Successfully achieved clients CRM objectives and exceeded their retention rate of 20% within initial onboarding period.
Successfully achieved clients CRM objectives and exceeded their retention rate of 20% within initial onboarding period.
Learnings:
A key takeaway from this project was that by enhancing existing email templates it provided end users a clean, easily navigable experience while consistently educating them about product benefits and offers in an consistent format.
A key takeaway from this project was that by enhancing existing email templates it provided end users a clean, easily navigable experience while consistently educating them about product benefits and offers in an consistent format.
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