My name is Shiv, and I work in one of the development teams here at giffgaff. I've been really excited about talking to our community for a while and I’m happy to announce a new trial we are starting tomorrow.
What sparked the trial?
From our investigations, we can see that quite a large number of people that want to join giffgaff get a bit stuck when it comes to choosing a member name and don’t continue with the journey. If you pop on over to our member ideas platform, giffgaff Labs, we’ve seen our fair share of ideas related to the member name and improving that journey, so we know that this is something our members care about.
So, what are we trialling?
We decided to put our heads together and came up with a prototype that we think it could be the foundation for many beneficial changes in the future.
When a new member signs up giffgaff for the first time and goes through activation, we will now provide an auto-generated member name for them. They don't like the name? No problem. They’ll be able to change or confirm this member name when they first log into their account after activation.
To make sure that everyone knows what their member name is and how they can change it, we have a follow up email after activation that will guide them into the process. There will also be a confirmation screen on their first log in, just to double check that they are happy with the member name.
Want to see how the journey looks? Have a look in the spoiler below. ( we will come back with more screenshots)
How long will this trial last?
It depends on how quickly our new members can trial it. Because this is quite a significant change if we go ahead with it, we want to make sure we have a representative number of members going through his journey. As soon as we hit that number we will stop, regroup, share the findings with you and make a decision.
What are the benefits and ambitions that come with this prototype?
The one clear and immediate benefit is that, by making the joining journey smoother for any new members, the process becomes quicker and easier. For the long term, we see this trial as the first step into looking at opportunities when it comes to the member name. Starting small and giving everyone the chance to understand what is needed in order to make even more changes is, we believe, the best way to move things forward in making the experience as smooth and enjoyable as possible.
Exciting times ahead, folks! Hope you all are as excited about this as we are.
Here are some Q&As that might help:
So how are the new members going to access account without member name ?
Behind the scene we are auto generating member name for member and showing it on the order page after successful activation.
I forgot/missed my auto generated member name ?
We are sending a welcome email which has the auto generated member name front and centre.
But what if I don’t like my auto generated member name ?
We are still allowing member to change their member name. After successful activation there will be a link to change/confirm member name where member can change their member name once. This information is also presented in the welcome email sent after activation and just in case they missed that, when they first log in after activation they will be presented with a Confirm/Change member name screen.
How many times I can change my member name ?
Currently we are running prototype test so for now you can change only once.
I am an existing member can I change my member name ?
Unfortunately, not this time but we are working on providing that feature in future.