SN Digital Ideas Portal
Our hypothesis is by building a tailored onboarding experience based on web journey, we can reduce cancels due to customers by setting better expectations, guiding them through SIQ, inner circle registration and delivery expectations, as well as reinforcing features and benefits of the Sleep Number smart bed. Furthermore, the post purchase experience on the web hasn't been refreshed and is likely outdated.
| Requested Go-Live Date | Oct 1, 2023 |
| If date provided, please include any activations/initiatives/milestones associated with launch | This is targeted to reduce web order cancellations that will deliver revenue/profitability to the company |
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Opportunity / Problem
Web orders have the highest cancel rate across channels (9.5% web cancel rate vs. 5.1% cancel rate through Jan Oct 2022). As we review the onboarding experience for web customers, we don't guide them through onboarding well, nor do we engage/educate them proactively about the features of their bed, reaffirming their decision purchase. |
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Performance Goals & Measurements
Reduce cancel rate to be like or better than chat (based on June 2022 cancel data). We will measure sucess through existing cancel rate reporting and expect to see a consistent drop in cancel rate for web orders, resulting in higher revenue for that channel. |
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| Strategic Imperatives | Frictionless Customer Journey |
| Quarterly Focus | Q4 - Online Self-Service |
| Business Impact | High Impact = >$1M |
