Amazon developed and launched an online DVD rental system for its European customers. But almost immediately after launch, Amazon saw high transaction abandonment rates and a significant spike in customer service calls—customers found the new service confusing and frustrating. Amazon called on Produxs for user experience and visual redesign of the entire platform.

Produxs gained understanding of the users' mental models, the idiosyncrasies of Amazon's fulfillment algorithm that set customer expectations. We then developed UX scenarios that were in line with user expectations and platform capabilities. We incorporated this knowledge into the development of new, platform-wide UX and visual designs consistent with user expectations and system capabilities. We also created up-selling logic built into the transaction flow.

Right away, Amazon saw a major increase in registrations and DVD rentals. At the same time, they enjoyed a commensurate decrease in customer service inquiries. On the heels of this success, Amazon was then able to sell the DVD rental business unit.

• Heuristic Evaluation
• Concepting
• Content Architecture
• Wireframes

• Interaction Mapping
• Visual Design & Brand Integration