Product Page Redesign
The product pages on sisalcarpet.com were not highly usable. The layout ignored fundamental UX principles and did not feel like a modern e-commerce experience. All of which led to confusion and low conversion rates.
User Interviews (by others)
I triangulated data from competitive studies, session recordings, and customer feedback to identify patterns. From this data I was able to identify customer needs that informed my design decisions.
Show Key Information
Key information is hidden, either in accordions or large blocks of text. Less useful info takes up valuable real estate above the fold.
Clear Call to Action
There is no call to action, customers weren't sure if they could buy something on these product pages.
Customer feedback revealed confusing jargon. Industry terms make customers wonder if this site is for them.
Addressing Needs Through Design
I outlined goals for the business and for customers.
Each design decision addressed pain points and mapped back to these overarching goals.
Goals for business:
Reprioritize customer service time - the customer service team spends a lot of time on chat and phone trying to help customers. Giving customers the information they need and clear actions to take will decrease reliance on the customer service team.
Increase conversions - customers will abandon purchases if they don't immediately see what they want or need.
Goals for customers:
Easily find what they need - this will help customers make informed purchases with ease.
Intuitive interface - leverage familiar e-commerce design and UX fundamentals to increase usability.
Feel confident they can make a purchase without needing to contact customer service for guidance.
Feel welcome - our two biggest online customer personas are everyday consumers and design industry professionals. Both types of customer need to feel welcome and supported.
By addressing customer needs I have
increased the conversion rate across devices by 23%.
Top of the product page before the redesign.
Top of the product page after the redesign.
More Customers are Making Purchases
Since the update:
Transactions +22.64% across devices (from previous year, in spite of the lower session and user rates, which are down 25%, on average).
Bounce rate down .95% across devices.
Increase in mobile/tablet usability (through mobile-first design)
Mobile transactions +47.92% from previous period
Tablet transactions +64.29% from previous period
(desktop also +32.91% from previous period)
I'm seeing fewer instances of confusion during session recordings.
Expected longterm outcomes:
Provide visual consistency across our sites - important for maintaining a consistent design system (internal goal) and building brand recognition and trust (external goal).
Provide a more intuitive and familiar shopping experience for our customers.
Help achieve the overarching UX goal of helping customers find what they need and place orders without needing help from customer service.