Storebox
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Overview
Storebox units are equipped with smart sensors to monitor temperature and humidity, providing optimal conditions for stored items. Customers can select insurance coverage ranging from 2,000 to 10,000 EUR. The booking process is streamlined via an online platform, with immediate access to the cabin upon booking confirmation. Entry to the facility and individual units is facilitated by a unique code sent to customers via email or SMS, ensuring straightforward and convenient access.
Aproach
For the Storebox redesign, I dove into the conversion funnel analysis to pinpoint where we could enhance our platform. My primary aim was to digitize the entire customer journey, ensuring users could independently manage their storage online, eliminating the need for support calls.
Amid the pandemic, minimizing customer churn was vital. I shifted towards a contactless model to keep our service both accessible and user-friendly during those uncertain times.
My work centered on refining the digital interface and improving the clarity of our communications, all to optimize the user experience. These efforts were all about offering a seamless, entirely digital self-storage solution, tailored to meet the evolving needs of customers and keep Storebox as a leader in innovation.
Results
The Storebox redesign journey initiated with fully digitalizing the cancellation flow for the B2C segment, marking a significant milestone in demonstrating the benefits of a digital-first approach for enhancing customer satisfaction and operational efficiency. Motivated by these positive outcomes, I broadened the redesign's scope to cover the entire conversion funnel, aiming to boost conversion rates and lower churn.
During the B2C platform's redesign, it became clear that the B2B segment of the business demanded a tailored strategy. I led the development of a sub-brand dedicated to B2B customers, implementing a comprehensive redesign to meet their specific needs and preferences.
The extensive revamp of both B2C and B2B platforms played a crucial role in refining service offerings, making them more user-centric and tailored to the distinct demands of each customer group. This redesign not only elevated the overall user experience but also reinforced Storebox's leadership in the digital self-storage sector, fostering growth and reducing customer churn in a competitive landscape.
