SayPro Digital Optimization Report
Submitted to: SayPro Leadership
Prepared by: Echinia Mataban
Date: 5 June 2025
🧭 Executive Summary
This report presents a comprehensive evaluation of SayPro’s digital platforms (web, mobile app, and service portals). The goal is to optimize user experience, improve service delivery, and increase engagement across all SayPro digital touchpoints. Using analytics, usability audits, journey testing, and user feedback, several high-impact friction points have been identified and addressed with clear, actionable recommendations.
🎯 Objectives
- Optimize SayPro UI/UX based on user behavior analytics
- Identify and resolve friction points in service delivery
- Implement personalization across platforms
- Improve registration, support, and feedback flows
- Audit and test usability, accessibility, and interface prototypes
- Map and test digital user journeys to detect bottlenecks
🔍 Key Insights & Findings
1. User Behavior Analytics
- High drop-off (45%) during multi-step course registration
- Job seekers abandon applications due to resume format issues
- 60% of donors exit at mobile payment page
2. Interface Usability Audit
| Area | Issue | Recommendation |
|---|---|---|
| Forms | Too many required fields | Break into steps + auto-fill |
| Buttons | Inconsistent styling | Unified style library in design system |
| Accessibility | Poor color contrast | WCAG 2.1 compliance upgrade |
| Navigation | Crowded on mobile | Consolidate into bottom navbar tabs |
3. Journey Map Bottlenecks
| Journey | Step | Bottleneck | Fix |
|---|---|---|---|
| Course Enrollment | Filter Page | Users overwhelmed by options | Add pre-filtered “Recommended Courses” |
| Fundraising | Payment | Mobile gateway failures | Add Apple Pay, M-Pesa, and PayFast |
| Classified Posting | Image upload | Rejections due to size | Add image resize + compress tools |
4. Feedback Flow Weaknesses
- Users can’t rate service quality after interactions
- Support tickets lack response tracking
Fixes: Add star ratings, ticket status dashboard, instant FAQs
5. Prototype Testing
Tested revised pages:
- ✅ Mobile Course Signup
- ✅ Donor Checkout (new layout)
- ✅ Simplified Job Apply
All showed 25–35% improvement in task completion speed and user satisfaction in usability testing.
🧬 Personalization Strategy
Current: Generic homepage, same services shown to all
Next Steps:
- Show “Recently Viewed” and “Continue Where You Left Off”
- Segment homepage by user type (jobseeker, student, donor)
- Use behavior tags for personalized course/job/email recommendations
🛠 Priority Optimization Actions
| Action | Platform | Owner | Deadline |
|---|---|---|---|
| Redesign course filters + mobile signup | Courses | Dev & UX | 30 June |
| Implement smart payment options | Fundraise | IT | 15 July |
| Improve mobile nav + speed | App | Mobile Team | 31 July |
| Launch persona-based homepage | All platforms | UX/Marketing | 15 Aug |
| Conduct accessibility compliance audit | Web/App | QA Team | Ongoing |
📊 Metrics to Track Post-Implementation
| Metric | Baseline | Target |
|---|---|---|
| Course enrollment completion rate | 52% | 75% |
| Mobile donor checkout success rate | 61% | 85% |
| Job application submission rate | 40% | 70% |
| Overall user satisfaction (CSAT) | 3.6/5 | 4.5/5 |
| Bounce rate on key pages | 58% | <30% |
✅ Conclusion
SayPro is well-positioned to significantly improve user satisfaction, completion rates, and platform engagement with these targeted optimizations. By systematically addressing UI/UX pain points and enhancing personalization, SayPro can improve service delivery
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