How ordering the steps of the initial step of a donation process affects conversion | NextAfter
CaringBridge

How ordering the steps of the initial step of a donation process affects conversion

Experiment ID: #36515

CaringBridge

CaringBridge offers free personal, protected websites for people to easily share updates and receive support and encouragement from their community during a health journey. Every 7 minutes, a CaringBridge website is created for someone experiencing a health event.

Experiment Summary

Timeframe: 09/17/2020 - 09/25/2020

CaringBridge’s tribute widget generated the majority of their donations by asking users to make a gift, then making the first step of that gift be a message to go to their friend along with their gift. This widget, in the CaringBridge site, sent tons of traffic to the donation page—but the first step was a simple comment box. The team wondered if their familiarity bias might be keeping them from understanding if users really knew how the widget worked, and what they were supposed to do. Was it clear enough? They created a treatment that numbered the steps:

Step 1: Leave a message for Kelly
Step 2 (on the donation button): Submit your message and complete your donation to CaringBridge.

They hypothesized that breaking these steps down and ordering them would increase donor conversion through this funnel.

Research Question

How ordering the steps of the initial step of a donation process affect conversion?

Design

C: Control
T1: Ordered Steps

Results

Treatment Name Conv. Rate Relative Difference Confidence
C: Control 0.23%
T1: Ordered Steps 0.29% 21.9% 98.2%

This experiment has a required sample size of 71,381 in order to be valid. Since the experiment had a total sample size of 361,977, and the level of confidence is above 95% the experiment results are valid.

Flux Metrics Affected

The Flux Metrics analyze the three primary metrics that affect revenue (traffic, conversion rate, and average gift). This experiment produced the following results:

    0% increase in traffic
× 21.9% increase in conversion rate
× 0% increase in average gift

Key Learnings

The treatment, with the ordered steps, increased revenue by 21.9%. This revealed a hidden secret: it may not have been clear to donors exactly what they were supposed to do with the tribute widget, regardless of how familiar it was to the CaringBridge team. This presents a host of opportunities to look at various elements of the CaringBridge site and perform more optimization experiments specifically centered around increasing clarity on “how this works”.

Of particular notice in this experiment:

Mobile devices had a much higher than average lift at 28%
New visitors had a 45% increase in conversion rate


Experiment Documented by Jeff Giddens
Jeff Giddens is President of NextAfter.

Question about experiment #36515

If you have any questions about this experiment or would like additional details not discussed above, please feel free to contact them directly.