Improving conversions for an e-commerce by conducting UX audit
My Role
UX/UI Designer
Deliverables
Research, UX Audit, Wireframes, UI Designs
Project Type
Website
Introduction
The Vision
Speaking with the client's customer servicing team and collecting customer feedback helped us identify main issues on the website. Even though the customers were convinced to purchase the product, the checkout flow didn't build enough trust for them to proceed with the purhcase.
Some of the issues customers highlighted were hidden shipping costs, lengthy and unstructured forms, lack of payment options and many more.
Intensive Research
Back to the drawing board
Successful implementation
Mert Yashar, Director, House of Worktops
Outcomes achieved
15%
Reduced bounce rates
10%
Increase in CSAT score (Customer satisfaction)
21%
Yearly revenue increase