Always-On Checkout Signals
Problem:
Checkout updates were rolled out without clear customer feedback loops, risking friction in the purchase journey.
Approach:
Designed and deployed always-on surveys triggered by customer behavior. Ensured responses were appended with contextual metadata from Adobe Target.
Outcome:
Increased response rates 7x, surfaced hidden friction points, and informed roadmap changes that improved ease-of-use scores and reduced abandonment.