The problem
POC BOX makes gift boxes. Customers don’t typically order for themselves, instead purchasing for friends and family elsewhere. Shipping multiple products to separate addresses wasn’t totally clear to users, and POC BOX was getting inundated with phone calls for support on this one question.
My solution
I assembled website screenshots to execute precise timing of mouse movements and to pause for emphasis where needed. I added on-brand text pop-ups and a mouse click animation to guide users step-by-step throughout the ordering process. With customers shown how to navigate the website, POC BOX saw a reduction in support phone calls.