We approach our eCommerce audits as a project team, consisting of technical consultants and eCommerce architects, who work together on the projects and provide actionable eCommerce audits. The audits cover all of the fundamental areas of eCommerce customer experience and operations and provide actionable insight into improving performance across your customer acquisition channels, your customer experience and your technology.
We’ve completed a number of eCommerce audits for successful online stores and have helped to uncover a number of barriers / issues impacting the store’s ability to convert customers, improve operational efficiency and generally generate more revenue.
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 audit would be based on your individual circumstances – some merchants ask us to focus more on improving the customer experience / user journeys and others have objectives more focused on making things easier for their internal team. We’re very flexible on this front and our team has experience across all aspects of eCommerce.
The reports generally take around two weeks to complete and once delivered, we’d arrange a time to run through all of the points over the phone.
- 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)
- Customer acquisition analysis (review of channel performance and overall CPAs)
More information on the process
Our project team would have an initial discovery session with all of the project stakeholders, where we’d discuss and agree on objectives and outline your current 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. We usually deliver the audit within three weeks.Find out more