Digital Customer Experience
It’s customers that are going to grow your business. So let’s make it easy for them.
Whilst platforms can take your capability forwards in leaps and bounds, no technology is going to deliver an out-the-box experience tailored perfectly to your customers’ needs and expectations.
Our job is to understand what your customers want and need, work out how they think, browse and buy, then configure technology to deliver an experience that makes it easy for them to buy and exceeds their expectations.
WHAT WE DO
USER INTERFACE DESIGN
Make your site easy and a pleasure for customers to use, on any device!
experience optimisation
We test and optimise our way to better results through data-driven research.
data & analytics
Build a data picture that tells you how your site is actually being used.
search & browse
Make it easy for customers to find the products they want to buy!
MAKE IT EASY TO USE
A good UI pleases the eye and the mind. It’s easy and intuitive to use, promotes the right behaviours and improves conversion rates, making it a win-win for the business and customer alike.
Our job is to deliver that win-win. By understanding your customers, their intent, and the behaviours you want to promote, we can design sites that your customers and your CFO will love.
PERSONAS & GOAL-DRIVEN DESIGN
We don’t leap in to using the latest design fads. We start by researching your customers and their needs to develop a series of profiles we call personas. These simple but insightful profiles, help us understand who we are trying to elicit behaviour from, and inform the design process to meet their expectations.
END-TO-END DESIGN PROCESS
Bringing a design to life goes through many steps. Utilising our own design studio, our team works in close collaboration throughout the entire process, from wire-framing, through to full PSD designs, and then bringing those designs to life in front-end html.
DESIGN PROTOTYPING
So many designs look great on paper, but then fail in front of real users, affecting business results and requiring lots of extra expense to correct.
By developing clickable prototypes we work out how your users will interact with your site, so we can mold them quickly, iteratively and cost effectively, before we commit to building and launching them.
MAKE THINGS EASY TO FIND
We’ve read through 000’s of shopper feedback surveys, and the most common gripe users voice is being unable to find what they were looking for, using the navigation and product search functions.
PRODUCT SEARCH OPTIMISATION
Almost a third of your customers will use your commerce search in their journey, making it the most important single experience you’ll ever design.
Our data and analytics driven approach to search optimisation, combined with our understanding of search technology and your business setup, ensure your customers find what they want, and that your site delivers high quality, relevant and consistent search results that convert more customers.
ATTRIBUTES & TAXONOMY
The ease with which customers can explore your site, effects their ability to find what they want and buy, and colours their experience of your brand.
Much of this is driven by the quality of your product attributes, and your taxonomy which is often dictated by buyers and merchandisers. Using data led research, our CX team can help you design your taxonomy so it reflects how users express their needs and searches, and create navigation that is immediately more intuitive to the user, and help them find what they want quicker.
PRODUCT DATA ENRICHMENT
Almost a third of your customers will use your commerce search in their journey, making it the most important single experience you’ll ever design.
Our data and analytics driven approach to search optimization, combined with our understanding of search technology and your business setup, ensure your customers find what they want, site delivers high quality, relevant and consistent search results that convert more customers.
GET THE RIGHT DATA
Every retailer has analytics, but so few have the data they need to actually improve the customer experience and conversion. By identifying what you’ll want to know in advance we design, implement and manage your entire analytics programme to give you the insights you need to grow your business.
TAGGING & TRACKING STRATEGY
Having web analytics, doesn’t gaurantee your collecting the right data to help you improve your business. So we start by identifying what you’ll want and need to know in advance, and design and implement your analytics tags and setup, to ensure we capture the type of data that will allow you work out how your website is performing.
JOINED UP DATA
Visits and sales, only tells part of the story, By joining your analytics together with the other key data sources in your business like crm, stock, promotions, we can add depth and clarity to your reporting that allows you to focus in on the things that are really driving business results.
CUSTOM REPORT AND DASHBOARD DESIGN
Your analytics tools come with a large number of basic reports out of the box. But they are just the basics. We design your reporting and dash boarding for you, so it reflects the way your business works, answers the critical questions you have to deal with day in and day out, and cuts down on manual reporting you have to do up down and across the line.
TEST, OPTIMISE & IMPROVE
Do your customers act, think and buy like you thought they would? We’ll find out how they are doing it and why. Our CXO team have deep skills and experience in user research, segmentation and testing and analytics, and use the leading technology and techniques to test, prove and configure the journeys, web copy and page designs that open bottle necks, remove the friction and promote the behavior you want to see more of
USER RESEARCH & TESTING
Almost a third of your customers will use your commerce search in their journey, making it the most important single experience you’ll ever design.
Our data and analytics driven approach to search optimization, combined with our understanding of search technology and your business setup, ensure your customers find what they want, site delivers high quality, relevant and consistent search results that convert more customers.
MVT AND A/B TESTING
Using scientific methods, and best of breed technologies, we split test designs, page layouts, imagery, and calls to action, in order analyse and optimise each stage of the user journey. By following this method throughout the site from entry to checkout, we can widen the funnel throughout the buying process.
SEGMENTATION & PERSONALISATION
We can help you deploy personalisation in a variety of ways form embedding it into your systems and platforms, to utilising specialist partners to help you test target and personalise your presentation to different aceicne goups and individuals.
