Contact Flow – Samsara.com

I designed an improved contact flow for prospective customers on Samsara.com.

Skills used: user experience, visual design, data analysis

The Challenge

The existing Contact webpage provided very limited options for users to get in touch with Samsara and did not clearly outline information by user persona. Feedback provided via onsite surveys indicated that users were frustrated – they could not find a phone number or other channels to get in touch with Samsara.

Strategy & Goals

To improve the contact flow, I focused on:

  • How to improve user journeys from/to the page (links to and from)

  • The layout & structure of the page

  • Improving the clarity of the content on the page and site more broadly

I partnered with our Digital Strategist to identify existing channels for users and customers to connect with the company. We also looked for resources that could be shared as an alternative to speaking with a Samsara representative. Once we had this information, we outlined what content would be most useful for users on the site, including:

  • Sales

  • Support

  • Technical Help

  • Press & Media

  • Referrals & Partners

  • General contact info

  • Local contact info across all regions where Samsara operates

Discovery

Before working on wireframes and designs, I reviewed on-page data for the existing Contact page. This data, including scroll depth, click rates and hover rates, indicated that most users were interested in contacting support, followed by sales. I also noticed that there was some engagement with the local contact info for our Mexico office.

Existing Contact webpage design

Design & UX

Wireframes

When creating wireframes for the new Contact Us webpage, I ensured that the most commonly engaged content on the existing page was easy to find, including multiple channels for each contact type. We also added direct contact information for each Samsara location.

 

Design Explorations – Contact in Navigation

I also explored multiple layouts and interactions for the scenario when a user accessed the Contact Us link in the navigation bar.

 

Final Page Design

Working with our brand & creative team, I ensured that the page met brand guidelines and UX best practices.

New Contact Us page design

 

The Impact

In the 90 days since launch, we saw the following:

  • +306% Contact Us Page Views

  • +257% Sessions

  • -5.86% Bounce Rate

  • -2.72% Exit Rate

  • -20.9% Time Spent (indicating that users are finding the information they need more quickly than on the previous page design)