B2C Online Pet Store
Category:
Product Design
Client:
Pet Circle
The Challenge
Pet Circle is Australia's largest online pet retailer, built on repeat deliveries: recurring orders for food, treats, and medication that owners set once and rarely think about again, until something needs to change.
Repeat customers make up over 100,000 monthly buyers and close to 40% of annual revenue. But changing a delivery meant calling support. Over 10% of repeat customers were doing exactly that every month, for changes they should have made themselves.
The Solution
I redesigned the repeat-delivery experience so customers could pause, swap, resize, or reschedule directly, without making a phone call or raising a ticket.
The Result
Support contacts for repeat deliveries dropped from over 10% to 2%.
