Balancing your intuition
with data-driven insights
I'm Carl Borg Bartolo, a freelance CRO, UX & Product specialist. Over the past 15 years, I've worked across numerous industries, from digital healthcare, mobile payments, telecomms, future mobility and iGaming, with the main focus to grow their existing products.I specialise in understanding user behaviour, and create user experiences that delight users while achieving your business goals.In 2022, I founded theuxhive with a mission to help businesses increase revenues and reduce churn, by delving deeper into your users' behaviour while using your app or website, and identify points of friction that would normally go unnoticed.
Successful Collaborations
What I do
Research & Analytics
By diving into your web analytics data, I'll help you understand what your core users want and the why behind certain behavior
UX Audits
I can benchmark against competitors and draw on past experiences to spot areas of friction your users encounter
Mockups & Prototyping
They say that a picture is worth a thousand words. I can design mockups, prototype them, and even run usability testing for you. If you require design or branding services, be sure to head to tilldawn
A/B Testing
I'll work with your team to increase the confidence in what's being proposed, by setting up an A/B test to measure the impact on key business KPIs before rolling it out to all users
Case Studies
Case study 1
A full front-page audit to increase contact requests for a time-tracking SaaS provider (B2B) hidma.com
Case study 2
Increased registration conversion rate by simplifying the password field
Case study 3
Reduced friction on KYC page and increased ID upload approval rate from 82% to 90%
1/3. A full front-page audit to increase contact requests for a time-tracking SaaS provider (B2B) hidma.com
Problem Statement
Hidma.com founder reached out to us to help him find why his front-page wasn’t converting enough visits into leads.
Research Methods
This was a one-off project that included a full front-page audit against baseline UX standards and main competitors, including analysis of heatmaps & recordings from Hotjar
Findings
Several issues were uncovered including missing trust elements, confusing messaging and unclear pricing tiers.
Results & Impact
Following implementation of several recommendations, the contact form requests started coming in and increased from 1 per month to 4 per month
2/3. Increased registration conversion rate by removing friction on the password field
Problem Statement
An online casino has a 60% drop-off rate of users in step 1, thus not proceeding to step 2
Research Methods
Through session recording analysis, friction was observed when the users tried to type a password that matched all the required criteria for complexity. Furthermore, a quantification exercise was done to look into how many of the 60% of users dropping off, were dropping off because of this friction.
Findings
3 Problematic fields were encountered, but the one with most friction caused was the password field
Results & Impact
A password criteria helper was introduced and rolled out as an A/B test.
- Drop-off was reduced from 60% to 53%
- Successful Registration uplift from 21.07% to 24.23%
3/3. Reduced friction on KYC page and increased ID upload approval rate from 82% to 90%
Problem Statement
Current ID document approval rate stood at 82%, meaning that 18% of documents submitted are rejected due to a number of errors
Research Methods
By speaking to the CS team, i was able to extract the most common types of reasons why documents are rejected
Findings
Information was too focused on technical aspects of uploading a file, with emphasis on file sizes & types. In reality which 15MB is rarely reached, while the most important point (3), is given least focus. This is in reality where most errors happen
Results & Impact
Following implementation of a more visual approach towards what normally leads to an approval or rejection of the document, there was an increase in uploaded document approval rates from 82% to 90%.
This ultimately increased the customer support team efficiency as they saved numerous hours each day from back and forth communication between users and the support team.
