Insights

Building an e-commerce experience around the customer

A clothing store interior with folded stock

Find the leak before redesigning

Homepages attract the most opinion and rarely cause the most damage. Product discovery, delivery expectations and checkout are where customers with intent quietly give up.

Discovery is a data problem

Good filtering depends on good product data. If attributes are inconsistent across a catalogue, no amount of interface work will make browsing feel reliable.

Say the difficult things early

Shipping cost and delivery time are the most common reasons for abandonment and the most commonly deferred to the last step. Stating them on the product page loses a few visitors early and keeps far more at the end.

Checkout asks too much

Every optional field is a place to stop. Anything not required to take payment and fulfil the order can be collected afterwards.

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