Buh-bye door-to-door: Modernizing Terminix’s onboarding flow
The Problem
Terminix was still leaning on door-to-door sales and cold calls—methods that worked great in the 90s but felt out of touch in today’s digital-first world. Customers weren’t looking for a salesperson knocking on their door; they wanted a frictionless, online experience that put them in control.
The challenge was clear: build a customer journey that’s as modern as it is simple, and make signing up for pest control feel as smooth as ordering dinner on an app. It was time for Terminix to trade the cold calls for clicks and create a user flow that did the selling for them.
The Fix
The goal was simple: make it effortless for new users to get started. We stripped away unnecessary steps, simplified the language, and made sure every instruction was crystal clear. From there, I worked with the design and UX teams to smooth out the checkout process—removing friction, clarifying service options, and reinforcing user choices to build confidence.
For the final touch, we revamped the welcome journey. The messaging needed to feel personal, guiding new customers through what to expect next without overwhelming them. The result was a journey that felt less like a sales pitch and more like a partnership.
Scope of work.
- Onboarding Flow Overhaul: We rewrote the MyAccount flow to make it as intuitive and straightforward as possible. New users were welcomed with friendly, concise instructions, removing any uncertainty around setup.
- Checkout Experience Streamlining: We simplified the checkout process, removing potential roadblocks and clarifying each step. By reinforcing user choices and clearly outlining the next steps, we helped reduce drop-off rates.
- Welcome Journey Revamp: We built out the pest control welcome journey, focusing on setting expectations and keeping customers informed. The messaging balanced being educational and approachable, preparing new users for their upcoming services without overwhelming them..
Outcomes.
- Fewer drop-offs: By simplifying the checkout process and clarifying the MyAccount onboarding, we saw fewer users (14% drop-off reduction) abandoning the flow.
- Increased confidence: Feedback from a user survey showed that 85% respondents felt more reassured and in control during the checkout process. Clear messaging around service details and timelines helped boost their confidence in their decision.
- More engaged customers: With the new welcome journey, we kept customers informed from day one. This not only improved their onboarding experience but also set a strong foundation for long-term satisfaction.