How can we boost sales on a big-box retailer’s online store?
– A Payments Software Company
A payments software company observed an industry-wide uptick in gift card sales that was noticeably absent for their largest client account. They felt that similar profits were possible for their client and wanted to encourage changes to the big-box retailer’s online store.
What We Did
We began the project with the following time-bound sense-making activities.
Competitor UX Review – a usability review using heuristic principles identified UX issues and benchmarked the big-box retailer against the competition.
Customer Survey – established the gift card shopping expectations of our target customer.
Competitor User Testing– remote user tests with target consumers showed how the big-box retailer compared to its competitors from the customer point of view.
Action
Once we understood the key issues, we were able to;
Identify category best practices alongside consumer expectations, and from that, identify key areas for improvement.
We then made specific, insight-led recommendations for updates to the retailer’s online store, which were progressed by the client.
Impact
Sales grew by 5% year-on-year (a $250m increase, lifting the category to $5bn).