Mobile Checkout Page
*Some information in this case study has been modified to protect confidentiality agreements.
OVERVIEW
A telehealth brand sought to redesign their purchase confirmation page to boost consultation form completion rates. Customers needed to complete an online medical consultation after purchase for prescription approval. Low completion rates were leading to numerous refund requests.
MY APPROACH
I worked with the product team to redesign the purchase confirmation screen, making it clear that the process wasn’t complete. We removed the low-performing bulk buy upsell to avoid distractions, and I determined what information was essential at this stage.
To streamline the page, I focused on key details—what customers need and how long it will take—while removing "thank you" language that implied they were done. I also updated the CTA from "Start Consultation" to "Continue" to make the next step feel less daunting.
Before
After
Outcome
The updated purchase confirmation/start consultation page resulted in an 8.5% increase in consultation starts. Although removing the bulk buy option caused a slight decrease in average order value by 1.8%, the overall revenue impact remained positive and the overall number of refund requests decreased by 72%.