Customer experience for retail and ecommerce

The customer journey has become increasingly complex as technology has evolved.

One purchase can involve multiple touchpoints for customers and staff before, during and after the sale. These touchpoints have often been designed around the technical capability of the system rather than genuine customer needs. This can mean disjointed processes with unintuitive touchpoints and interfaces.

We need to zoom out and see the whole picture: what are the key things customers do and why do they do them, online, offline and in-store before, during and after a purchase? By understanding and designing around these behaviours before implementing technology, we can design a cohesive and rewarding customer experience.

Customer journey discovery

We run research to understand the customer journey and identify opportunities to improve it.

Activities

Discovery research can involve store visits, staff shadowing, lab based user research exploring the digital experience, stakeholder workshops and experience mapping.

Duration

Six to 12 weeks, depending on the scope of the research.

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How we worked with one of the UK's biggest retailers to explore their omnichannel customer experience

User experience discovery for ecommerce

We run detailed UX research on your ecommerce platform to identify ways that the customer experience can be improved and the conversion rate increased.

Activities

We carry out lab-based qualitative customer research and user testing exploring usability on mobile, tablet and big web. We also analyse data from funnel tracking, heat mapping, web analytics and customer surveys.

Duration

Four to six weeks.

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How our UX discovery process for a global sports retailer led to an 86% increase in mobile transactions

Interaction and interface design for ecommerce

We design user interfaces and customer journeys that are simple, intuitive and increase conversion rates.

Activities

Workshops to explore and define hypotheses, sketching, journey mapping or storyboarding, creating clickable prototypes and running user research to evaluate ideas prior to producing high fidelity design.

Duration

Four to 12 weeks.

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How a customer centred design process for the UK's biggest ticket seller increased mobile conversion rates by 32%

UX and conversion rate optimisation

We work alongside your development team to incrementally increase your conversion rate through design.

Activities

We carry out quick rounds of user research, conduct data analysis, design concepts and run A/B or multivariate testing.

Duration

Six to 12 months.