FastTrack was working functionally, but emotionally it was falling short. Research and analytics revealed two major friction points: the Product Selection page and the Photo Upload step.
Customers struggled to understand boiler differences, questioned whether they were making the right choice, and felt unclear about what would happen next. The photo upload stage, critical for accurate installation quotes, caused anxiety due to unclear guidance and technical uncertainty.
The challenge was not simply to optimise flows, but to rebuild confidence at key decision moments in a high-consideration purchase.
We deployed a full product team and applied our Friction Mapping® methodology to uncover the root causes behind drop-offs. Pain points were clustered and mapped to clear outcome themes that could guide design and prioritisation.
These themes included educating and informing users, reassuring and recommending next steps, supporting and guiding decision-making, increasing clarity, and improving accessibility. Each insight was validated through continuous discovery workshops, usability testing, and live homeowner feedback.
Design and delivery ran in parallel, allowing learning to feed directly into iteration across multiple agile sprints.
The Product Selection experience was redesigned to simplify comparison and speed up decision-making. Boiler options were reframed using clearer language, transparent pricing summaries, and accessible finance information so users could confidently move forward.
Reassurance was embedded throughout the journey with reviews, clearer explanations, and contextual expert guidance. The Photo Upload step was completely reworked with instant camera capture, multiple upload options, and visual examples showing exactly what was required.
Each change was deliberately focused on reducing cognitive load and increasing confidence rather than adding more information.
The redesigned FastTrack journey delivered immediate and sustained improvements. Confidence scores rose sharply, time spent deliberating dropped significantly, and satisfaction with the most problematic step in the journey increased dramatically.
These outcomes were validated through live user testing during continuous discovery and reinforced internally with strong stakeholder feedback. Delivered over six agile sprints, the work was integrated directly into the live FastTrack platform and now underpins a more confident, accessible, and conversion-ready digital sales experience for Worcester Bosch.
