Refund Program A/B Testing
research | UX
The FTC provides money back to consumers after it sues companies for deceptive claims about products or services. When consumers can get a refund, the FTC usually mails people a check.
My team was often asked to consult on design decisions aimed at maximizing response rates to the refund mailings. I pitched the idea of a/b testing different variables to see what factors might influence check redemption.
I was able to work with the Refund Administrator to get buy-in for the concept and design an initial test with 3 variables.
While I was at FTC, we completed 1 pilot run and the large-scale refund mailing was set up to continue the experiment.
