Due to the delay on the V2 launch, I worked closely with the UX team to complete the V1 web improvement project on the Homepage, Basket, Checkout and Ordering Wizard to improve the conversion and reduce bounce rate, as a quick solution. Apart from good UI, I also need to consider the business goals and technical limitations within the tight timeframe.
Learn about the business requirement, competitors best practice and observe the customers behaviour via tracking app, workshops and depth interviews.
Based on the analysis result, creating a visual guide and structure templates for customer easier to find what they need and easier to submit their order and conduct the user testing exerices with our exisiting and new customer.
Keep tracking the user behaviour and perform satisfaction surveys on the new changes. And analyise how successful these implementation impact on the sales performance.
The audit was performed on the logged in and logged off customer, in terms of their purchasing behaviour, average time spend and highlighting the drop off reasons. Recommendations as below:
1. Highlight our USPs
2. Make the delivery options more visible
3. Add products to make the page more dynamic
4. Reduce the amount of text
5. Add a collection carousel to show more .
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Based on the stakeholders interviews, customer feedback and the heatmaps. The recommendations included the followings:
1. Adding product content
2. Show papers and finishes images
3. Show delivery prices
4. Option to select file copy
5. Help the customer with useful tips
6. Add in content from the product page .
