How I helped to lower the bounce rate of HostHelp website

How I helped to lower the bounce rate of HostHelp website

How I helped to lower the bounce rate of HostHelp website

CLIENT

Host Help

ROLE

UX Designer

TIMELINE

5 months

RESPONSABILITIES

RESPONSABILITIES

Design and deliver new product

Organize the team

UX strategy for UK

Design and deliver new product

Organize the team

UX strategy for UK

UX strategy for UK

Context

The website hosthelp.net was created to offer a recommendation service about hosting sites, giving to users some tips about how to choose the best hosting site relating to their use.

The website hosthelp.net was created to offer a recommendation service about hosting sites, giving to users some tips about how to choose the best hosting site relating to their use.

Challenges

The website has been created without any user feedback and currently has a high bounce rate. We did an audit to make sure about the actual state and found some problems such as:

The website has been created without any user feedback and currently has a high bounce rate. We did an audit to make sure about the actual state and found some problems such as:

  • We couldn't understand the company's value proposition just by checking the website;

  • The service that they offer wasn't clear;

  • They just used to provide videos to recommend the hosting sites, and even that usually takes the user out of the site.

  • We couldn't understand the company's value proposition just by checking the website;

  • The service that they offer wasn't clear;

  • They just used to provide videos to recommend the hosting sites, and even that usually takes the user out of the site.

HIGH LEVEL GOALS

Adjust the Value Proposition to the end consumer's needs

Adjust the Value Proposition to the end consumer's needs

Content restructured according to design guidelines

Content restructured according to design guidelines

Revise and suggest a complete website makeover

Revise and suggest a complete website makeover

impact

21%

Bounce rate reduction

Positive reviews on Google Review

DESIGN PROCESS

This is the design process that I created for this project.

HOW CAN WE MAKE IT EASIER FOR USERS TO CHOOSE?

We opted for qualitative research due to the high uncertainty scenario and lack of knowledge of the final consumer, as the current system does store nor retain data. With this in mind, the objective was to understand the motivations behind the adoption of WordPress as a CMS website, which consequently results in the need to hire a hosting provider. The interviews tried to understand the steps taken by the consumers when exploring the motivations, pains, and difficulties around this process, totaling 13 questions, carried out with 6 participants.

Based on our research we have seen that users are intimidated with amount of tutorials that requires time, furthermore is hard for them to find a reputable service. So we created a space where people could find information easily in a Comparative Matrix and a Carrousel of different suggestions for hosting sites, exposing the specificities.

interesting facts

  • Users usually are web professionals, business owners, creative professionals (portfolio), bloggers, etc;

  • People search for hosting sites information because they seek a fully customizable website solution, and the differences aren't clear;

how might we communicate the value proposition properly?

Focusing in improve the brand and build a Value Proposition to communicate better the service to the users, we did a rebranding workshop and wrote a complete guideline composed of new characteristics for the brand in addition to specifications for the content.

See the complete Guideline

HOW MIGHT WE SIMPLIFY THE FINDING?

Thinking about offering knowledge to whoever finds it, we created a section with interesting articles about the theme, focusing in help people to know more about hosting sites.

We also thought about how a Telegram group could facilitate the decision by just connecting people with George, so he could easily answer the questions that people have, in addition to the fact that people could help themselves to find a hosting site.

what users are saying

I’ve had an amazing experience

I’ve had an amazing experience with hosthelp. From the acquisition of my domain name, hosting and building my site I was fully satisfied with the service received. There was a slight issue midway through fulfilling my vision, but the end result was excellent. No complaints. Thank you team hosthelp

F Jones

Finding the host for me

They truly helped me make a decision on which hosting site was for me. The criterion page is definitely a nice touch for indecisive people like me. ;)

Highly recommend them.

Jasmine

Great Affordable Service

The migration of our hosting, domain was very quick and seamless. Customer service and communication was very good and the best part, prices are very affordable. I left godaddy after 4 years to join host help and I already have the feeling that I’m in good hands

Michael Bullion

PROJECT GALLERY

Sitemap

Competitive Benchmarking

Personas

guideline details

Moodboard

in retrospect

During my time, I could improve my knowledge about hosting sites and their users. Furthermore, our work as UX Designers was limited by a lack of budget and resources, which meant that we had to be creative and do our best to cover costs and go above and beyond to make it work.


I couldn't let to mention my team, which was essential to this project. Thais Garcia, you were a great partner in this mission and I always appreciate working with you. Thanks a lot!

in retrospect

During my time, I could improve my knowledge about hosting sites and their users. Furthermore, our work as UX Designers was limited by a lack of budget and resources, which meant that we had to be creative and do our best to cover costs and go above and beyond to make it work.


I couldn't let to mention my team, which was essential to this project. Thais Garcia, you were a great partner in this mission and I always appreciate working with you. Thanks a lot!