eCommerce UX Audit

I’ve completed eCommerce UX audits for merchants of all sizes, ranging from small start-ups to large, global retail brands. The audits cover all of the core areas of eCommerce customer experience and operations and provide actionable guidance around implementing fixes, mostly commonly within Magento. The recommendations would also include and be geared around what can be implemented via native functionality within the platform and via third parties.

The core areas covered would be all page templates, all core functions, transactional emails, product review implementation, call-to-actions, core navigation, the checkout process, triggered emails, personalisation, category merchandising etc.

More Information

The audit would be delivered as one main report (along with supporting documents) outlining all of the core issues, recommendations (prioritised based on impact and overhead) and general findings. The report would also list out all of the recommended on-site changes, ranked in order of impact and complexity. In addition to the main report, we’d also provide a number of supporting documents containing analysis we’ve completed in order to draw conclusions and justify changes.

The focal areas of the eCommerce UX audit would be based on your individual circumstances – some merchants ask us to focus more on improving the core user journeys and the overall iA, and others have objectives more focused on improving the effectiveness of certain functions (such as search, visual merchandising or product recommendations). We’re very flexible on this front and I have experience across all aspects of eCommerce.

The reports generally take around three weeks to complete and, once delivered, we’d arrange a time to run through all of the recommendations either in person or over the phone.

Areas Covered

  • User testing (user tests completed across mobile, tablet and desktop for different journeys / objectives)
  • User journey analysis (review of impact of current user journeys and how different pages / templates, navigation, prompts etc are impacting these)
  • Performance review
  • Review of email workflows & triggered emails
  • Product / merchant reviews
  • Review of site search, merchandising and product recommendations
  • Analytics review (review of how your analytics tracking could be improved to provide more insight)
  • Review of product positioning and promotions (how products are being positioned and promoted on the site)
  • Review of eCommerce technology (with a view to identify opportunities for automation and improvements)
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More Information on the process

I would have an initial discovery session with all of the project stakeholders initially, where we’d discuss and agree on the objectives and discuss any existing eCommerce-related issues. We’d then create a statement of work (covering all of the key areas and focal points) and then we’d schedule the project in and agree timescales. We usually deliver the eCommerce UX audit within three weeks.

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