Registration is a core feature on Ferguson.com that provides a collection of interface mechanisms and a holistic experience whereby customers can request and subsequently gain access to a larger set of features gated behind account requirements.

TODO:

Business Goals for Registration

Customer Motivations for Registration

Types of Registration

Methods of Registration

Releases

New Registration Project 2018-2019

The New Registration project was initiated August 27th, 2019 and launched on RELEASE_DATE.

The goals with the enhancement were to:

Decrease the account setup time for CSRS (improve operational efficiency), and
Improve findability for customers to self-identify and locate the correct, corresponding registration page (increase customer acquisition)

History of Problems

Since Phase 2, users were presented with multiple pathing options towards customer registration. These paths presented awkward and unclear messaging that often resulted in customers landing on the wrong page, and completing and submitting the wrong forms to the Customer Service team. On the Customer Service side, the additional work to determine if customers had successfully self-registered only added to the burdensome process of manually creating new accounts and performing customer setups. At one point, the turnaround time for a customer setup was two weeks (backlog of 2,000+ requests). The business wanted to get the setup time decreased by VALUE.

Eventually, the decision was made by the business (STAKEHOLDERS - Richard?) to make an attempt to improve this experience. The priority would be to take pressure off of the CSRs so that they could complete setups faster, resulting in a decreased wait time for customers.

Design

Approach

The UX team recommended that the project be divided into two areas:

Quality-of-life improvements for CSR customer setup workflow, and
Streamlined registration experience for customers

Site Changes

Removal of existing page(s)
Creation of new screens (detailed below)
Improved CTAs (screenshot)

User Flow

Internal Flow

Screens

Screen 1: Account Selector

See design documentation.

Screen 2: New Account Form

The New Account Form page allows a customer to initiate the process of creating a Ferguson Account.
Below is a diagram explaining the user, internal and tech flow:

See design documentation.

Target Audience

New customers
Existing branch customers who have historically paid cash

Page Purpose

To enable customers to provide the minimum information needed for Ferguson to begin the process of account creation.

How it Works

When a customer lands on this page,

Screen 3: Online Access Form

The Online Access Form page
Below is a diagram explaining the user, internal and tech flow:

See design documentation.

Historical Registration pre-2018

Documentation regarding legacy approaches to registering will go here.