A business in the eCommerce sector was experiencing suboptimal conversion rates due to error code issues, which were hindering its growth potential.
To address this issue, we initiated a focused project aimed at increasing conversion rates by 6 to 8 percent.
The challenge
The project’s key strategy was to delve deep into the world of error codes, which can play a pivotal role in transaction failures.
We broke down the approach into several actionable steps:
The solution
The first step involved a comprehensive analysis of error codes generated during transactions.
By collecting and analyzing this data, the team gained valuable insights into the specific issues causing unsuccessful transactions
01
Error code data analysis
The team categorized error codes into three main groups: 3DS errors, technical errors, and issuer errors.
This categorization helped clarify the nature of each issue and guided the subsequent actions.
02
Categorization of error codes
For error codes related to 3DS authentication and technical glitches, the team focused on enhancing the merchant-side experience.
This included system improvements and process optimizations to minimize these types of errors.
03
Action plan for 3DS and technical errors
Recognizing that issuer-related errors were often beyond their control, the team devised a solution involving clear and informative communication.
They recommended that merchants communicate effectively with customers when issuer-related errors occurred, using customized error messages to explain the issue and reassure users.
04
Recommendations for issuer errors
To further improve the user experience, the team designed specific error messages for different error codes.
Visual indicators, such as red warning signs, were implemented to quickly convey the nature of the error to the end customers.
05
Tailored messages for end customers:
By implementing this comprehensive strategy, the business successfully increased its conversion rates by an impressive 6 to 8 percent.
The systematic approach to error code analysis and action planning proved to be the key to unlocking higher conversion rates.
Customers experienced a smoother, more transparent payment process, and the business achieved its growth objectives.
Results
This use case highlights how a strategic focus on error codes and a data-driven approach can lead to significant improvements in conversion rates.
By understanding the nature of transaction failures and addressing them systematically, businesses can enhance the overall user experience and drive growth.