Shopping UX
Long time requested feature to shop more efficiently!
For years, the Coop+ platform did not provide flexibility for their users to add multiple items to a cart. Reported in a 2024 survey that I independently conducted, over 80% of Coop+ users reported to be licensed in more than 1 state.
- Role
- Product Designer, Product Owner
- Company
- Knowledge Coop
- Audience
- B2C
- 3xgrowth in Coop+ premium subscriptions over two years
- +3%above the 2025 B2C revenue goal
- +9.7%B2C revenue, year over year
- −57%customer support tickets, 2024 to 2025
- 90%less time to make a purchase
- < 5clicks to make a purchase
- 80%+of Coop+ users surveyed are licensed in more than 1 state
Common Pain Point
No longer needing to click through 5 different steps to make 1 purchase.
It was a grueling process for Knowledge Coop’s end-users. With most of them being comprised of professionals in their late 30s to 50s, I needed to ensure my design solutions consider behavioral patterns they may already be accustomed to with other platforms that support shopping.
Shopping Cart
Powered with Stripe to manage all purchases & reducing purchase time by 90%!
No longer are users having to conduct separate purchases from Shopify and Stripe. Now, all coupon codes and shopping experiences are united in one system and journey. Coop+ users know exactly what they need to be licensed in and would routinely conduct CE annually so being able to make the purchase in less than 5 clicks simplifies their experience by a long shot!
Old Design / Experience
The original user experience only allowed one purchase at a time - not a fun time for Loan Officers that are licensed in 6+ states.
Users were required to open each product page and make each individual purchase, of which would take an average of 5 minutes to complete the purchases they need.
- Disjointed Payment Systems
- Marketing site (Shopify) and Coop+ (Stripe) create challenges for both users and internal data tracking.
- Users are unaware that discount codes are platform-specific, leading to failed purchases and increased support inquiries.
- Lack of Multi-Course Purchase Feature on Coop+
- Users must make individual purchases for each course, causing inefficiencies and frustration, especially for those licensed in multiple states.
- Suboptimal Shopping Experience
- Redundant steps in the marketing site’s purchasing flow (e.g., entering the same form details twice when purchasing PE courses).
- Navigation challenges due to unclear differentiation between the two platforms.
Error Prevention Messages
Guiding both end-user and engineers to error resolution
Collaborated with the engineers and UAT team to identify each type of potential error and designed modals and screens to accommodate those use cases.
