THE ASK · DOORKNOCK · FIELD-OPS APP
What this case study showcases:
01 · I can find the small UX blockers that stop a working flow from converting.
02 · I understand how hierarchy and language affect user confidence at purchase moments.
03 · I bring a service-design eye for the exact word that makes someone pause.
30%
increase in completed credit top-ups, measured before and after the change.
Context
The ask: improve completion on a credit purchase flow.
Agents buy credits to send doorknock notices. If the purchase flow creates doubt, it interrupts the core loop between intent, payment, and outreach.
Problem
Testers could complete the purchase, but two details made them hesitate.
The cost summary sat below the buy button, making it easy to miss. The app also used “delivered” to describe credits already spent. One tester paused mid-flow and asked, “Wait, did my notice not go out?” — reading “delivered” as the notice’s status, not the credit’s.
What I changed
Fix 01 · Summary position
Move the cost summary above the buy button.
Price, credit amount, and purchase consequence became visible before the action. The change made the decision feel informed instead of surprising.
Purchase summary
50 credits · $25.00 · Ready to use immediately
Buy credits
Fix 02 · One-word clarity
Change “delivered” to “used.”
“Delivered” was doing two jobs: credit status and notice status. Changing it to “used” stopped those meanings colliding at the exact moment the user needed confidence.
Before: Delivered
After: Doorknock Used
BEFORE · cost summary sat below the purchase action and was easy to miss
↓
AFTER · summary moved above the action and “delivered” became “used”
Why move the summary?
In the before flow, price and credit totals appeared after the buy action, so users could commit before fully understanding the cost. Moving the summary above the action made the purchase feel informed, not surprising.
Why change “delivered” to “used”?
“Delivered” sounded like notice delivery status, not credit usage. “Used” separated those meanings, so agents could understand credit balance without wondering whether their doorknock notice had failed.
Measured across usability sessions before and after the change, using the same task with the same participants.
Why I noticed this
Case management work is full of forms where one unclear label makes someone pause, doubt themselves, or abandon what they came to do. I’ve learned to read for that specific kind of confusion before anything else.
For hiring managers
Conversion thinking
I improved completion by removing doubt at the final purchase moment.
UX writing judgement
I saw that “delivered” was doing two jobs and changed it before it cost users confidence.
Product maturity
My frontline background helps me notice when one unclear label can stop a person in motion.