Dr. Gleb Tsipursky – The Office Whisperer
Nirit Cohen – WorkFutures
Angela Howard – Culture Expert
Drew Jones – Design & Innovation
Jonathan Price – CRE & Flex Expert
We’ve updated Nexudus with a better buying journey called Checkout Flow. This update focuses on shorter forms, clearer journeys and better handling of enquiries, payments and post-signup tasks. Below is a walkthrough of what’s changed, why it matters, and what’s coming next.
Our overall design goal
The whole goal of the new Checkout Flow is to expedite conversion by creating less friction during the purchasing process.
Getting the UX and UI right
The feature creates different booking and buying experiences. We wanted members to have a guest-like checkout experience for tasks like booking a desk or buying a day pass, while giving operators the options they need to capture the right data for complex purchases. This means that for something like buying a membership plan online, operators can meet compliance.
From a member’s point of view, we took time to explore high-end e-commerce shopping experiences, from the steps taken to make a purchase to the look and feel of the experience. This gave us the direction needed to design a UI without distracting elements on the interface or throughout the journey.
Putting user needs first, both buyers and operators
Talking of journeys, we needed to consider every instance for various buying and sign-up scenarios, and how we could improve outcomes for both operators and members. Our customers are our guiding light here, and we use feedback loops based on direct outreach, organised focus sessions and beta testing to direct our collective decisions and improvements.
We know people are less likely to complete long forms, which is why the Checkout Flow is designed to collect only the essentials upfront. The next phrase is about optional data.
Operators often want to capture additional “nice-to-have” information for relationship management or reporting, and this shouldn’t interfere with signups. We’re introducing post-signup data collection, allowing you to gather optional details, like professional profiles or other discretionary fields, after an account is created, so conversions aren’t affected.
You can already add custom fields directly from your CRM, and soon you’ll be able to choose exactly when and how that extra data is collected.
Automating compliance, enquiries and discounts
For compliance, we can ask the user to tick a box to accept terms and conditions, but now Nexudus users can define that these are accepted before customers place a booking or make a payment.
Another big change is how we now handle Plan enquiries. The moment a prospective customer submits an enquiry, Nexudus instantly creates a draft proposal for the operator. This cuts a huge amount of daily repetitive work operators deal with: building proposals, nudging prospects, sending reminders, simply because we’ve built it into the new flow.
We’ve added a ‘Pay’ button in the Billing area that takes people directly to the payment screen, and we’ve made sure that discounts are automatically applied at checkout.
Now members can edit and manage payment methods, see which team they are joining, who the team admin is, and information around their plan and billing.
Helping build brand trust
But also, what happens after purchase? How can we make things easier, better and more helpful for everyone?
On the members’ side of things, we’ve updated the Proposal view on the Members Portal to show more information, including additional items and a breakdown of scheduled price changes, which helps operators indicate transparency with clear expectations around large purchases.
Right now, we’re excited to see this in the wild and will add iterative refinements as indicated by usage and customer feedback.
