Jason W.Bell

Digital Product, UX, eCommerce, Technology and Marketing Professional

About Me

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Process

Every project I undertake is a journey that encompasses various stages, each carefully orchestrated to deliver exceptional results and drive innovation.

Discovery & Research: The journey starts with deep discovery. I'm a firm believer that understanding the "why" behind a project is paramount. By conducting comprehensive research and engaging stakeholders, I uncover insights that shape the project's direction. I delve into user behaviors, market trends, and competitive landscapes, ensuring our efforts are grounded in solid foundations.

Design Thinking: Next comes design thinking—a creative and empathetic approach to problem-solving. Armed with insights, I collaborate closely with cross-functional teams to brainstorm and ideate solutions that truly resonate with users. It's about infusing empathy into every design decision and crafting experiences that seamlessly blend utility and delight.

Planning & Priority Management: With a clear vision in mind, I meticulously plan and prioritize. I believe in breaking down complex endeavors into actionable steps, creating roadmaps that guide teams through the intricacies of execution. My knack for strategic thinking ensures we're always aligned with broader business objectives, optimizing efforts for maximum impact.

Tech Build & Launch: The magic happens during the tech build. I work hand-in-hand with development teams to ensure that the designs are translated seamlessly into functional, user-centered products. Through agile methodologies, we iteratively refine our work, fostering collaboration, and ensuring a harmonious blend of design and technology. This collaborative approach culminates in successful product launches that leave a mark.

Post-Launch Analytics: The journey doesn't end with launch—it evolves. I'm a staunch advocate for continuous improvement. Through post-launch analytics, I monitor key performance indicators, studying user behaviors and engagement patterns. This data-driven approach enables us to refine and enhance the product, ensuring it evolves in line with user needs and market dynamics.

Creating Value, Every Step of the Way: Every stage of this journey is rooted in the pursuit of value. From the initial spark of discovery to the ongoing refinement of post-launch analytics, my approach is geared towards delivering impactful, innovative solutions that resonate with users and drive growth.

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Case Study - Purple

Elevating Online Sales: A Collaborative Success Story in UX, Product, and Technology

Introduction:

In this case study, we delve into the collaborative effort to improve online sales leads, enhance user experience (UX), and drive customer engagement. The goal was to create a more user-friendly chat interface, provide proactive contextual messaging, and help customers select the right mattress. This effort resulted in a remarkable $8 million increase in monthly sales revenue.

Problem Statement:

The project aimed to address the challenge of improving online sales leads, with specific objectives:

• Redesigning the website chat experience for customers.
  
• Enhancing the user-friendliness of the interface to boost online sales.
  
• Helping customers make informed decisions when choosing a mattress.
  

Approach:

• Conceptualization and Brainstorming: Our team embarked on a comprehensive exploration of UX concepts. We brainstormed ideas to enhance usability, boost customer engagement, and provide effective mattress selection assistance.
  
• UI Design: We meticulously created mockups and prototypes for the new chat interface, emphasizing user-friendliness, intuitive navigation, and visually appealing elements to engage customers effectively.
• Proactive Contextual Messaging: We implemented proactive contextual messaging to anticipate customer needs and provide timely, relevant information during their journey. Our primary focus remained on addressing the common customer question: "Which mattress is right for me?"
• A/B Testing: We conducted A/B testing to compare the old chat interface with the newly designed version. This phase helped us identify the most effective design elements and messaging strategies.

Results:

The collaborative effort led to a remarkable transformation in online sales, with the new chat interface contributing to an impressive initial monthly revenue increase of nearly $8 million, and the potential for an annual revenue increase of $80 million through ongoing improvements and cost reduction measures.

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Case Study - Cheapcaribbean.com

Case Study - CheapCaribbean.com: Doubling Revenue Through Website Optimization

Introduction:

This case study demonstrates how my strategic approach, combining CRO, UX, and content optimization, resulted in exceptional revenue growth for CheapCaribbean.com.

Problem Statement:

CheapCaribbean.com, a prominent online travel agency, faced a significant challenge: improving website product pages, the booking engine, and the checkout process to boost site conversion. The goal was to enhance user experience (UX) and implement conversion rate optimization (CRO) best practices to grow the business's revenue.

Approach:

• Website Overhaul: Undertook a comprehensive overhaul of product pages, the booking engine, and the checkout process. Emphasized the importance of user-centric design principles to enhance UX.
  
• CRO Implementation: Deployed CRO best practices, including optimizing content, refining calls to action, and implementing urgency messaging to encourage bookings.
• Account Creation Promotion: Introduced incentives and a seamless process for account creation to enhance customer engagement and promote sharing of vacation planning tools.

Results:

• Doubled Revenue: The combined efforts of website optimization, CRO, and UX enhancements resulted in a remarkable business growth, doubling the revenue from approximately $250 million to nearly $500 million in less than 13 months.
  
• Improved User Engagement: Enhanced product pages, a user-friendly booking engine, and a streamlined checkout process led to increased user engagement, longer site visits, and higher customer satisfaction.
  
• Account Creation and Sharing: Promoting account creation and sharing of vacation planning tools facilitated a sense of community among users and drove higher conversion rates.
  

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Case Study - Ancestry

Ancestry: Reducing Support Costs and Enhancing Customer Experience

Introduction:

Ancestry's strategic initiatives, blending product and UX expertise, not only saved over $400K in the first 6 months but also significantly enhanced customer experience, ensuring continued success in genealogy research.

Problem Statement:

Ancestry, a leader in genealogy research, faced escalating support costs as its customer base expanded. The challenge was to cut operational expenses without compromising customer support quality. The objectives were to:

• Establish improved product and support self-service experiences.
  
• Move to Salesforce Service Cloud, as a new agent desktop.
  
• Implement customer-to-customer support models.
  

The Work:

• Multilingual Knowledge Bases: Created tailored knowledge bases with articles, FAQs, and tutorials, reducing routine support inquiries.
  
• Salesforce Service Cloud Integration: Streamlined support with an intuitive agent desktop, enhancing productivity and issue resolution.
• Customer-to-Customer Support: Facilitated expert customer connections (through community features), fostering community and reducing support ticket volume.

Results:

• Cost Savings: Achieved over $400K in cost reduction in the first 6 months after implementation.
  
• Improved Customer Experience: Enhanced self-service, quicker issue resolution.
  
• Community Building: Thriving genealogy community established.
  

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Jason’s Articles & Posts

My Leadership Style

Leading with Empathy and Collaboration

My leadership style is built on the principles of servant leadership, empathy, collaboration, and continuous learning. In this brief reflection, I'll provide a concise overview of my approach to leadership and how it contributes to fostering innovation and strong relationships.

Key Points:

1. Servant Leadership: I lead by serving others, emphasizing their growth and success.
   
2. Empathy and Shared Decision-Making: I prioritize understanding others' perspectives and encourage shared decision-making to create inclusive solutions.
   
3. Empowerment and Continuous Learning: I empower my team, fostering autonomy and a culture of continuous learning to stay ahead.
   
4. Collaboration and Customer Focus: Collaboration and a relentless customer-centric focus are central to our success, helping us adapt to market changes.
   
5. Accountability and Risk Management: I stress accountability and informed decision-making for stability and growth.
   
6. Passion for Innovation: Innovation is at the core of my leadership, driving us to embrace change and stay competitive.
   

In Summary:

As a product leader, I apply these principles to ensure our products excel. With empathy, collaboration, and a customer-centric focus, I guide my team to deliver exceptional results, build strong relationships, and foster innovation. This approach has allowed me to lead cross-functional teams and partner with top brands, always prioritizing problem-solving, customer satisfaction, and innovation. My leadership journey continues to evolve, marked by growth and a deep commitment to making a positive impact.

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15+ Years of UX, Product, Marketing & Technology Experience Learn more about Jason on LinkedIn or Download Resume