The ease with which respondents can find information about a 'Bring Your Own Device' subscription leads KoodoMobile.com to the highest CX Score in the WUA Sim Only study in Canada (July 2019). The same applies to MintMobile.com which finishes first on CX in a comparable study in the United States. Taking visitors by the hand and explaining where they need to go leads to the highest scoring CX score. What explains the online success of KoodoMobile.com and MintMobile?
KoodoMobile.com: Easy to find what visitors are looking for
Upon arrival at the product page, visitors immediately see the information they're looking for. The product and the various steps on how they can apply. These entry points make it easier for the consumer to navigate further on the page. The menu is also simple. The simple menu shows limited options and has clearly labeled starting points. Highlighting the page reminds visitors that they're looking at the website's menu.
The website is organized in colored tiles, making it easy to segment and bundle information about a specific topic. This way, website visitors know which information belongs together. In the words of the consumer: "The tile organization is great, and the amount of content per tile is perfect."
The webpage is short, so visitors don't get lost and the amount of scrolling remains limited. When they reach the bottom of the page, a 'back to top' button easily brings them back to the starting point.
MintMobile.com: Bring Your Own Device subscription: steps are laid out for website visitor
When taking out a Sim Only subscription while keeping your own device, consumers have the option to check if their phone is compatible. Upon arrival at the Mint Mobile website consumers
Below, Mint Mobile manages expectations in three simple steps. Mint Mobile helps consumers ensure their mobile service will work by explaining that it requires their phone to be unlocked.
Further down in the list of frequently asked questions about the topic explained above, answers are given to ensure the visitor will understand it.
Easy comparison of offerings on Mint Mobile website
On the Subscriptions page, the offering is clearly presented making it easy to compare, allowing customers to find a subscription that best fits their needs.
Instead of a large button saying 'Buy now', the button says 'More details', which leads to a detailed page that breaks down the specific offering. By doing this, MintMobile.com ensures that visitors first get all the information they need, rather than leading them directly to the ordering process where they might choose to leave the page.
Further down, MintMobile.com includes what happens after consumers take out a Sim Only subscription. Again managing visitor expectations.
Two of many Best Practices
These best practices are two of many from our Digital Sales custom-made report. Learn from the best players in the market through best practices from the study as well as other industries in the WUA benchmark. With the Digital Sales Scan reports, WUA paints a crystal clear picture for you of the best practices at screenshot level. Our experts guide your team through problem areas on your website, and help your teams prioritize and take concrete next steps. Stay ahead in the race against the competition and see what we can do to help you be the best.
