Unifying Workflows to Lift Conversions
One Login, Clear momentum for customers.
Problem: Affiliates juggled two portals (discover brands vs. track conversions/commissions). Context switching and thin data slowed action and trust.
What we shipped: A single, web-responsive portal with a customizable dashboard, activity feed, and AI-powered Insight → Recommendation → Action (IRA) to streamline discovery, offers, communication, and payouts.
Impact: Conversions increased >2×; ad spend decreased.
Context
At Refersion (rapid-growth SaaS for Shopify/Amazon brands), I served as UX Researcher, partnering with Product, Design, Eng, and GTM. Affiliates were the primary users; when finding the next best action took too long, conversion and earnings suffered—and brands saw wasted spend.
Users & Jobs-to-Be-Done
Affiliate (primary): Find quality brand offers, track performance, get paid reliably—without hopping tools—so my time earns more.
(Secondary) Brand Partner Manager: Make it easy for great affiliates to discover, join, and optimize—so ROAS improves with less overhead.
What we shipped
Research → Product →Business Outcomes
Methodologies → Interviews, Focus groups, Co-design workshops, Usability testing, Usage Analytics
Unified portal (one login):
Feature: Discovery, tracking, and payouts in one responsive app.
User value: No context switching; everything is in one place.
Business effect: Fewer drop-offs; smoother path from discovery → conversion.
Customizable dashboard & activity feed (clarity → action):
Feature: Ranked IRA cards, performance widgets, and alerts.
User value: Know the next best action at a glance.
Business effect: Faster optimization; higher throughput per session.
IRA — Insight → Recommendation → Action (AI-assist):
Feature: Data-backed suggestions (e.g., “Boost Commission 10% on Offer X,” “Message Top 5 Partners”).
User value: Less guesswork; quicker, higher-leverage moves.
Business effect: Conversions >2× (captured on tracked campaigns); improved ROAS.
Payout clarity & status:
Feature: Transparent earnings, schedules, and issue flags.
User value: Trust in the system; fewer support tickets.
Business effect: Retention improves by 18%; ops load decreases ticket reduction 15%.
Modernized UI patterns & responsive scaffolding:
Feature: Updated visual system and mobile-friendly flows.
User value: Faster, more confident navigation on any device.
Business effect: Time-to-task down; adoption of new portal increased 27%.
Outcomes
Unified experience → less friction: Affiliates completed key tasks in one place, enabling >2× conversion on tracked efforts.
Signal over noise: IRA surfaced the few moves that mattered, reducing wasted ad spend (30% decrease).
Trust compounds: Clear payout status and in-flow comms reduced confusion and helped increase customer retention by 18%.
How I Drove Alignment
Decision-ready readouts that tied insight → decision → shipped change.
Exec-level reviews with simple “bets & trade-offs” framing.
Cross-functional demos to validate MVP scope before scaling.
User Problem-
