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Outlet product descriptions and condition guidelines

Final outlet product page with new grading system and inspection copy (click to zoom)

Outlet conditions overlay (click to zoom)

​​Challenge: Increase customer confidence when purchasing outlet products with transparent descriptions of the item's condition. 

​Solution: Craft and test clear, jargon-free copy that describes varying levels of product condition and the inspection process. Create internal guidelines for technicians to use to describe specific product issues and publish to the product page.

How I helped:

• Studied competitors' treatment of outlet and refurbished products
• Converted an internal product grading system into intuitive, customer-facing descriptions
• Created jargon-free copy to describe our inspection process to boost consumer confidence
• Conducted user tests and refined copy based on feedback
• Trained our internal team on the style guide for technician notes that appear on the product page

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Deliverables

Outlet condition descriptions - before

The internal-facing grading document relied on a letter system that would have been offputting to customers. The descriptions were overly wordy and didn't follow CDW's style conventions.

Outlet condition descriptions - after

I assigned clear, web-friendly labels to each letter grade and shortened each description. I user-teted these labels and refined the language for optimal clarity. The highlighted portion refers to technician notes written by our internal staff (see below).

Technician notes

By adding technician notes to outlet items that were damaged or missing parts, I increased consumer confidence, as demonstrated with user testing.

I created a style guide for our technicians and conducted a training/Q&A session.

User testing

I analyzed multiple rounds of user testing to gauge comprehension and note levels of confidence in our outlet products.

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