eCommerce UX Audit

We’ve delivered eCommerce UX audits for eCommerce businesses of all sizes, ranging from small start-ups to large, global retail brands. The audits we provide are completely bespoke and can cover all of the core areas of eCommerce customer experience, as well as just on-site UX. Our focus is to provide actionable guidance around implementing fixes, as well as just findings from our research, user tests and any interviews we do. Our experience with different eCommerce technologies allows us to detail what can be implemented via native functionality within your eCommerce platform, as well as features that require third parties.

The core areas covered would be key user journeys, device effectiveness, your primary page templates, on-site merchandising, search, transactional emails, product and service reviews, call-to-actions, core navigation, the checkout process, triggered emails, personalisation, category merchandising etc.

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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, such as user tests and stakeholder interviews (if required).

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, the checkout or product recommendations). We’re very flexible on this front and we have experience across all aspects of eCommerce.

The reports generally take around 3-4 weeks to complete and, once delivered, we’d arrange a meeting to run through the report and all of the recommendations in detail.

Key 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)
  • Checkout audit
  • Review of all emails (transactional emails, triggered emails, account emails, marketing emails)
  • Review of product / merchant reviews
  • Detailed review of merchandising effectiveness (covering things like search, visual merchandising, use of product labels, up-sells / cross-sells etc)
  • 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)
  • Detailed review of all page templates
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More Information on the process

We would start the process with an initial discovery session with all key stakeholders, where we’d discuss the main objectives, any existing eCommerce-related issues and the focal areas of the report. We’d then create a statement of work (detailing the process, the deliverables and all focal areas) and then we’d schedule the project on n and agree timescales.

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