This post is to share an update on some research we did in September. We invited 5 members who joined giffgaff from Quidco, Topcashback, Rightmobilephone, and uSwitch to the office. We wanted to find out from them how it was joining giffgaff.
There were questions like:
- what did you do when thinking about joining giffgaff?
- was the information helpful?
- were there any details that didn't make sense?
- is it clear what you can get with giffgaff?
And so on.
Franco (one of our product designers) and Anne (Affliliates manager) went through all the feedback from the 5 members we spoke to and they have started working on making some changes. Exciting. So I wanted to share what we will stop, start and continue with you all today.
3 key learnings
Start: Providing more information about what a goodybag is and how it works so that visitors can make an informed decision.
Stop: Taking things for granted, such as 4G or how easy it is to bring your number. At the moment, there's no mention on the page how to bring your number over, and we assume that everyone knows they can do that when they switch to us. By taking it for granted it’s not easy to compare against other networks.
Continue: Allowing visitors to get the same amount of cashback regardless of the plan they choose to activate. This works really well from affiliate sites like Quidco and Topcashback, so that we keep treating all our members fairly and that's certainly more appealing to all members looking to join giffgaff.
I just want to say a huge thanks to the 5 members who came in to talk to us in September.
I'll also be tuning in again soon with more giffgaff pioneers updates for you to start getting excited about. Just like something super exciting for you to check out, our 10th birthday celebration. Hope to see you there!
And that's it for now. See you soon. 🙂