Personalization use cases: show people you see them

Pick a customer situation. Work through the signals, the need, whether it’s worth it, how to respond and what to learn. Filter by business, customer need, journey stage, intent and signal source.

All personalization opportunities

A first-timer and a regular see the same homepage.

Help new people get oriented. Let regulars skip ahead.

They said why they came. You showed the homepage.

Show them that next, not everything.

They searched for something specific. You showed bestsellers.

Put what they asked for first.

They filled in the quiz. Then the site forgot.

Use those answers on the next page and the next visit.

Search came back with nothing they can use.

Show a close match for what they typed.

They want it. It's out of stock.

Show something in stock that fits, and a waitlist that actually writes back.

They're ready to buy something new. You keep selling last time.

Let this visit lead. Don't trap them in what they already bought.

They logged in to an empty screen, not what they came to do.

Make the first screen about what they said they wanted.

A regular is looking for something new. You send them last year's path.

Ask: same as last time, or this?

They keep doing it the hard way.

Show the easier way while they're still doing it by hand.

The logos and quotes are for a different kind of company.

Put proof from companies like theirs on the first screen.

The ad made a promise the page doesn't keep.

Keep that promise on the page they land on.

An engineer landed on a page written for a buyer, or the reverse.

Show proof that matches who's actually looking.

They're browsing. Nothing says this is for people like them.

Put proof for people like them where they're looking.

They keep opening pricing and never pick a plan.

Help them choose. Another comparison table won't.

They keep coming back to the same product. They still won't buy.

Answer what's stopping them. Don't just say buy again.

The cart is full. They still won't pay.

Put delivery, returns, and a reason to trust next to pay.

They signed up. The first screen still looks like someone else's demo.

Show an example that looks like their world, not a stock screenshot.

Renewal is coming. They've never seen what they got out of it.

Show them their own results before you send the invoice.

They're considering more. The next plan still looks like a brochure.

Show proof from how they already use it, not a feature list.

They landed in the wrong country, currency, or language.

Offer the right store. Always let them stay on this one.

They came back mid-search and had to start over.

Put them back where they left off.

They've been reading. You still send them the blog index.

Give them the next piece of what they've been reading.

The cart is missing the thing that goes with it.

Offer that piece, not a random add-on.

You already know the size, store, or card, and you still ask.

Fill in what you already have. Make it easy to change.

Six setup steps before they can actually use it.

Cut the steps they don't need. A progress bar isn't shorter.

You know they'll need it again. You still make them hunt.

Remind them when they're actually due.

You have their history. Next time still starts from scratch.

Ask to save one useful default, when it would actually help.

A member still gets the generic homepage.

Put reorder and their benefits first. The brochure can wait.

Adding more is harder than the first time they bought.

Let them add from the screen they're already on.

They read deeply on the first visit, then start to leave.

Offer a relevant next step they can skip, or leave them alone.

They filtered until there was nothing left.

Clear the filter that emptied the grid. Show what comes back.

They left with items in the cart.

Remind them of the actual items. Discount last, not first.

They looked at the same thing a few times and left.

A quiet save on the third look, not a popup on the first.

They paid. Then they never started setup.

Give them one first step. Not a tour of everything.

They started setup, then disappeared mid-step.

Remind them of the unfinished step. Then stop.

The same setup step keeps failing.

Give them another way through. Another tooltip won't fix it.

The trial is ending. They never really used it.

Get them to actually try it before the clock runs out.

They're using it less. The reply is a coupon.

Find out what changed. A discount isn't a diagnosis.

They opened cancel.

Ask what broke. Let cancel stay one tap.

They hit the limit of the plan they're on.

Tell them they hit a wall, and how to keep going. Don't throw up a paywall.

Experimentation / CRO

Research & Strategy

Data and Analytics