How We Increased Conversions by 150% with UX Research

When a retail client came to us with declining online sales, we knew the solution lay in understanding their users better. Here's how UX research transformed their business.

The Challenge

Our client's e-commerce site had a beautiful design but poor conversion rates. Cart abandonment was at 78%, and users were leaving without completing purchases.

Our Approach

We conducted comprehensive user research including:

• User interviews with 25 existing customers
• Heat mapping and session recordings
• A/B testing on key pages
• Usability testing with new users

Key Findings

The research revealed critical issues: a confusing checkout process, hidden shipping costs, and a lack of trust signals. Users wanted a faster, more transparent experience.

The Solution

We redesigned the checkout flow, added progress indicators, displayed shipping costs upfront, and added trust badges and customer reviews prominently.

Results

After implementation, the client saw:

• 150% increase in conversion rate
• Cart abandonment reduced to 45%
• Average order value increased by 23%