Quidco
Quidco
Re-design to save £500k annually
Re-design to save £500k annually
Re-design to save £500k annually
My Role
Cross-platform design
Industry
E-commerce
Timeframe
∼6 weeks
Year
2019
Quidco is a cash-back service for shopping with online retailers. Over the nearly 3.7 years at the company, I worked on projects that saved the company over £500k annually by improving the overall UX across native apps and web. In my role I worked on native mobile features and games to form re-designs cross platform as well as a content performance dashboard for the company. Quidco was later sold to Moneysupermarket for a total of £101 million.
Quidco is a cash-back service for shopping with online retailers. Over the nearly 3.7 years at the company, I worked on projects that saved the company over £500k annually by improving the overall UX across native apps and web. In my role I worked on native mobile features and games to form re-designs cross platform as well as a content performance dashboard for the company. Quidco was later sold to Moneysupermarket for a total of £101 million.
Customer problem
Customer problem
Users were often contacting support for help as they struggled to complete the claims form for their cash-back
Users were often contacting support for help as they struggled to complete the claims form for their cash-back
Business goal
Business goal
Reduce customer support enquiries for cash-back claims that were creating huge extra costs for the company
Reduce customer support enquiries for cash-back claims that were creating huge extra costs for the company
Data powered discovery
Data powered discovery
I started by looking at data to understand the numbers: where users drop off in the claims process and how much of an impact that makes on each screen.
I started by looking at data to understand the numbers: where users drop off in the claims process and how much of an impact that makes on each screen.
Usability testing & User feedback
Usability testing & User feedback
We ran usability tests and interviewed some users to understand their experience step by step. I also spent time with the customer support team to identify what enquiries users are struggling with the most.
We ran usability tests and interviewed some users to understand their experience step by step. I also spent time with the customer support team to identify what enquiries users are struggling with the most.
Problem and solution discovery
Problem and solution discovery
To identify key pain points and opportunities, I held a workshop where we looked through the current flows with engineering, product and design teams. Then, I checked in on constraints with the engineering team and set success metrics with the product team.
To identify key pain points and opportunities, I held a workshop where we looked through the current flows with engineering, product and design teams. Then, I checked in on constraints with the engineering team and set success metrics with the product team.
Working cross-platform
Working cross-platform
When I joined the company, I was designing for native apps, and later my role expanded into working with web as I proposed to introduce some better practices and align app and web experiences. There were also a lot of constraints as the team had to work with legacy systems, which required initiative from me to bring the best possible solutions.
When I joined the company, I was designing for native apps, and later my role expanded into working with web as I proposed to introduce some better practices and align app and web experiences. There were also a lot of constraints as the team had to work with legacy systems, which required initiative from me to bring the best possible solutions.
Impact
Impact
50%
50%
Reduction in customer support enquiries
£500k
£500k
Annual savings by improving UX cross product
$101M
$101M
Sale of the business
Learnings
Learnings
Even when there are huge time and engineering constraints (I was against a lot of legacy code and limited interim solutions), a lot can still be done with enough collaboration between teams.
Even when there are huge time and engineering constraints (I was against a lot of legacy code and limited interim solutions), a lot can still be done with enough collaboration between teams.
Next: Streetbees →
Next: Streetbees →
Next: Streetbees →
© 2025 — Designed by Kristie
hello@kristiefigmints.com
© 2025 — Designed by Kristie
hello@kristiefigmints.com
© 2025 — Designed by Kristie
hello@kristiefigmints.com