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The Goal

The final goal was to turn Escrow.com into a more consumer friendly service — many of the customers were confused with the service, and because of this customer support had to explain the service to prospective customers. This goal was accomplished by redesigning the user interface, including more help text throughout the application, improving the system emails sent to the customer, and rewriting the frequently asked questions so they reflected actual questions from the users.

The Result

eBay, eBay Motors, and Afternic were gained as partners, and the escrow application saw a 600 percent increase in walk-up traffic to the site over a 9 month period, customer support emails dropped 25 percent during the same period, and repeat business increased.