Test: Address "The highest trending category for August is around Billing Issues (18%); complai..."
Test idea generated from UX research pain point found in "August 2024 Wheelock Insights - All Brands". The research identified "The highest trending category for August is around Billing Issues (18%); complaints related to billing discrepancies, confusion, requests for more flexible payment options and high bills 16% of comments are reporting technical issues with our website or app; specific frustrations around slowness, lag and unresponsiveness 13% of comments specifically around summer seasonality and high costs of service and doing business with our brands; expressing dissatisfaction with the high cost, indicating that it's a cause of major financial strain and expressing the intent to switch to other providers Additional feedback mentioning the availability and explanation of different plan options or rewards (6%); concern regarding the limited availability of plans, lack of transparency about additional plan options and issues with new vs existing customer rates" as a user friction point that could be resolved through experimentation.
Hypothesis
If we address the pain point "The highest trending category for August is around Billing Issues (18%); complaints related to billing discrepancies, confusion, requests for more flexible payment options and high bills 16% of comments are reporting technical issues with our website or app; specific frustrations around slowness, lag and unresponsiveness 13% of comments specifically around summer seasonality and high costs of service and doing business with our brands; expressing dissatisfaction with the high cost, indicating that it's a cause of major financial strain and expressing the intent to switch to other providers Additional feedback mentioning the availability and explanation of different plan options or rewards (6%); concern regarding the limited availability of plans, lack of transparency about additional plan options and issues with new vs existing customer rates", then users will have a better experience and conversion will improve, because UX research identified this as a friction point for [company] customers.