Verivox: Filling the Info Gap
Small improvements, big trust. Incremental UX changes that solved a real customer pain point.
The Opportunity
During user interviews and funnel analysis, we discovered that many customers dropped off during the contract sign-up process. The reason? A lack of clear, accessible information. Customers felt unsure — about pricing, contract terms, and what to expect. We called it “The Info Gap.”
My Role
As Product Manager for broadband (B2C), I led discovery with our UX and insights teams, prioritized ideas based on impact/effort, and worked with developers to implement fast, testable changes. I was also responsible for experiment design and post-test analysis.
Who We Designed For
👩⚖️ Analytical Anja
Anja dives deep, compares meticulously, and doesn’t mind spending extra for something that feels right. She's skeptical of biased advice and wants confidence before making a move.
🧐 Clockwork Christian
Christian is structured, straightforward, and efficiency-driven. He’s not looking for flash — just clarity, speed, and simplicity. If a product respects his time, he’ll respect it back.
What We Did
- Added a pricing breakdown earlier in the funnel
- Clarified contract durations and terms with progressive disclosure
- Added FAQ links at key hesitation points
- Tested new trust elements: review snippets, ratings, badge design
Experiments & Outcomes
- Pricing card A/B test: +8% increase in step conversion
- Trust language experiment: -14% bounce rate on review page
- FAQ CTA test: +23% engagement on help content
- Some tests failed (badge test) — helped us cut scope and focus on real pain points
Clarifying Router Traits
To support users with low technical affinity, we replaced complex router specs with intuitive traits: Number of people, Home size, and Internet usage. These were derived from user interviews and made manageable for our Data Management team via PIM integration.
🧪 Experiment Result: A/B testing showed a conversion uplift of +3.38%. Clear, simple language helped customers feel confident about their choice.
🤝 This was a collaborative effort with our Data Management team, ensuring the traits were scalable and maintainable across the catalog.
Key Takeaways
Not every feature has to be flashy. Small, insight-led improvements—especially when focused on trust and clarity—can drive real results. Product work is often about removing friction, not adding bells and whistles.