Ecommerce

Challenge

A North American owner of several solutions, including an online printing service, an online embroidery service, and an ecommerce store that allowed partners to register and sell their own customized items, as well as let customers place printing and embroidery customization orders, failed to orchestrate their work across channels. Moreover, the client used to manage partners and customers by phone, which was rather inconvenient. Other problems included a large number of spammy order requests, high bounce rates, and a low number of monthly unique visitors. Originally, the client wanted to review their user flows to improve the ecommerce store usability. Following a thorough ecommerce website audit, the client decided to expand their request and build a new back office solution for digitizing and orchestrating all of their ecommerce, order, and partner management workflows across business lines.

Our tasks:

• Carrying out an ecommerce to elicit website audit.
• Designing a new back office for digitizing all ecommerce, order, and partner management workflows across business directions.

Solution

After crafting a functional structure of the client’s solution, Asterra’s business analysts and UX designers discovered that the client’s user journeys were too complex. The functional structure of the solution prevented the client’s customers from successfully finding the desired items and completing orders. Based on the audit, we compiled a list of recommendations that could help improve the ecommerce store usability: leave out spam requests, make the catalog more accessible, and simplify the ordering process.