THE CHALLENGE

Credit Card Price Protection Feature

In an effort to strengthen our Price Drops feature, we looked into adding credit card price protection as well. Some merchants will honor price adjustments but many do not, most notably Amazon. Since certain credit cards offer price protection, it seems like a good alternative to get money back for our users. 

We identified credit cards that do offer price protection and investigated partnership with Stripe who will capture and facilitate payments.

I created 2 prototypes while writing a user testing plan. 

THE GOALS

What do we want to learn?

Do users understand what Slice app does and do they perceive it as valuable? Is our CCPP feature clear about its benefits? What about copy of entire onboarding? How do users feel about giving sensitive information up front? Do people notice the learn more links when on Amazon or CCPP? Why do users skip? What are the barriers to conversion in each of the steps in the funnel?

Targeted participants

Slice employees who use the app, family & friends, anyone who doesn’t use the app, other Rakuten folks, new & existing users. Select 6 participants to start.

I created 2 prototypes and set out to gather qualitative research from 6 users, observing and collecting how they use my prototype, comments & questions.

FINDINGS & TRENDS

1 major trend is that they are confused by the difference between CCPP and a payment card, this is because we ask for their CC info, as well as providing them an option to put another card as payment card for the 25%. That flexibility proved to be unwise and confusing.

Surprising finding include the interest in our DEALS section and request for sorting/category filter for DEALS.

Link amazon copy is not clear enough, this is important because this is our ultimate goal.

CONCLUSION

We mapped out potential solutions to each of these learning, made changes to our flows, iterate and beta tested by adding new onboarding flow with CCPP and pushed to 10% of our new user downloads.

In June, Chase announced that they no longer offer Price Protection, an event we had no control over. In addition, during our beta testing period, tracking revealed that drop-offs during onboarding is quite high, this could be because adding CCPP component to our already beefy onboarding process, made the whole onboarding too long and we are asking too much too soon from the new users. This is opposite of what we set out to do, that is to add value to our app, to get people to sign up, as well as link their amazon accounts with us.