CUSTOMER JOURNEY RESEARCH
StudioLabs was brought in because there was high user drop off in the existing sign up flow on the Account Creation step and the Confirm and Pay step. In addition, 2U’s in-house development team didn’t have a design system, nor were they using a code repository of reusable components for their product.
The largest drop off was occurring on the first step (Account Creation) – We determined that users had not learned enough about how the service works, and how much it costs to feel confident enough in providing 2U personal and identifying information. The second largest drop off occurred at the payment step at the end – We determined that users were not comfortable entering their Credit Card info and checking out because the service provided was unclear and the payment structure and cost were also unclear.