Design Director
Design Director
My Role: UX research, user interviews, usability testing, wireframes, and UI
Background: BARK launched in 2012 with BarkBox, a monthly themed subscription of all-natural treats and toys. Since then, they’ve shipped more than 50 million boxes of dog joy around the world.
Challenge: We get thousands of contacts from our customers every month, when we looked closer at these numbers we saw that 30% of our customer calls were having durability or questions about product while another 50% of our customer calls were related to cancelling after their first subscription.
As a member of a team of the retention team I was tasked with designing solutions that would reduce calls to customer service about durability and cancellations.
Ultimately, our task was this: how might we design experiences that better educate and communicate value of our products?
While the main focus was on better communicating and improving product selection options for users, our team of product designers took this opportunity to look at the flow holistically and iterate on UI and UX improvements throughout all the steps.
Below we explored various ways to show up front billing options and a month-to-month rate.
We’re currently testing and validating assumptions with our users. One of the biggest areas of feedback we’re looking for is insight from our users about how they describe what we internally call a “play-style.” We anticipate to iterate on how we describe the styles and whether we describe it through materials or through an action. Is there some other way to describe or another way to ask?