The Context
A software company observed an industry-wide uptick in gift card sales that was noticeably absent on walmart.com, their largest client account. They felt that similar profits were possible for their key client and wanted to encourage changes to their online store.
My Role
I worked as a senior ux research consultant. I ran a competitor UX review, customer survey, and A/B user tests.
The Result
I identified category best practices alongside consumer expectations and, from that, identified key areas for improvement. I then made specific, insight-led recommendations for updates to the retailer’s online store, which the client progressed.
Our investigation focused on the gift card category and led to a 5% increase in category sales (~$250m in new revenue).
The Journey
Project overview coming soon.
