Redefining The Economist subscription journey

I joined The Economist as part of a new dedicated future customer experience (FCX) team. The Economist identified many of their customers found the online experience disjointed and frustrating, leading many to unhappy churn.

The goal was to implement a seamless, cohesive and streamlined end-to-end experience. An integral part of this, in line with the businesses objectives was to dramatically improve subscription sales. A key part of FCX was improving the subscription journey from selecting an offer to registering and checking out.

Methods

  • UX

Tools