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eCommerce Biometrics, CRO & UX Specialists

5.0
4 reviews

London eCommerce UX Agency 

 

Space Between is a multi-award winning eCommerce agency, with offices in Kent, Manchester, London and Europe. Space Between specialise in digital assessment and transformation of User Experience and Conversion Rate Optimisation for eCommerce retailers. 

 

 

Hybris Gold Partners

 ●  eCommerce User Experience ● 

Conversion Rate Optimisation

 

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$5,000+
 
$50 - $99 / hr
 
10 - 49
 Founded
2016
Show all +
London, United Kingdom
headquarters
other locations

Portfolio

Key clients: 

We have been fortunate enough to work with some great brands and customers over the years, including:

  • ASOS
  • Post Office
  • Evans Cycles
  • Mamas & Papas
  • Hugh Rice Jewellery
  • Merlin Entertainment Group
  • Cut My Plastic
  • Cutter & Squidge
  • HR GO Recruitment
  • Ted X
  • We Are Temple
  • Lost Sheep Coffee

Reviews

5.0
4 reviews
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User Testing for E-Commerce Frozen Food Retailer

“They were able to use their experience with other case studies to inform our project.”

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Confidential
 
Jan. - Mar. 2019
Project summary: 

Space Between piloted extensive user testing on an e-commerce site to improve the UX. Afterward, they led a workshop to present their findings in detail and provided comprehensive informational printouts.

The Reviewer
 
501-1,000 Employees
 
Kent, United Kingdom
Christine Berry
Lead UX Designer, COOK Trading Ltd
 
Verified
The Review
Feedback summary: 

Internal stakeholders lauded Space Between for their efforts, from their organizational skills to their in-depth workshops. The team led a transparent process from the start, which allowed internal staff to plan ahead. Their findings will support both UX improvements and e-commerce strategies.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I’m a lead UX designer at COOK Trading Ltd. We’re a national frozen food retailer with 90 shops in the UK, including e-commerce and home delivery businesses. Our food is handmade with quality and care at our kitchens in Sittingbourne, Kent.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Space Between?

We wanted to run user tests on our website to make improvements to the user experience. Space Between executed the testing and provided detailed consultation afterward.

What were your goals for this project?

Our objective was to have a list of site improvements that we could make along with a roadmap for further testing and development. Ultimately, we wanted to improve the UX on our site and increase conversion rates.

SOLUTION

How did you select this vendor?

Having gathered quotes from four agencies, we chose Space Between because they demonstrated a vast knowledge of user testing. They also showed us an example of how they would present their results, which other agencies didn’t do. This gave us actionable insights that allowed us to plan for after the project.

Describe the project in detail.

Space Between visited our offices to talk through the project and pull together the specs. Both sides had a very clear view of what we were testing for, and we agreed upon the brief from the outset. Their team then organized everything for the testing, including finding the venue, getting the participants, setting up all equipment, and planning the tasks and post-testing analysis. 

Following the testing, they presented their findings in a workshop to a large team from our business. They offered recommendations and insights, answered questions, and provided five printed packs that displayed all of the information clearly.

What was the team composition?

We worked directly with Luke (Director of Customer Optimization, Space Between) from the outset, with Marcus (CTO, Space Between) and Alan (Lead UX/UI Designer, Space Between) running the testing on the day of. All three joined us for the workshop.
 

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We’ve only just finished the project and have started to run A/B tests for their findings. The testing has given us a huge list of insights that we will be able to use, not just to make UX improvements, but also to inform our wider e-commerce strategy. 

How effective was the workflow between your team and theirs?

Space Between was responsive and had a very effective workflow. They took on all of the organization for the tests, which freed our team up to focus on the strategy and outcomes. During the workshop, they answered all questions, listened to our business considerations, and offered consultations where needed.

What did you find most impressive about this company?

Everyone we worked with at Space Between had extensive knowledge of UX design/research, development, and technology. They were able to use their experience with other case studies to inform our project. We were all impressed with their delivery at the workshop, and we gained comprehensive insights. Having a printed pack was also really impressive and showed how professional the company is.

Are there any areas for improvement?

No, nothing comes to mind. We were very happy with the work from Space Between.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
    They offered the best value for our money because they led a post-testing workshop that gave us better insights.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

UI/UX Design & Research for Entertainment Company

“The debriefing was a huge eye-opener for our business.”

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
4.5
The Project
 
$10,000 to $49,999
 
Sept. - Dec. 2017
Project summary: 

Space Between conducted a full day of on-location user testing to assess customers’ experience. They compiled a booklet of analyses and recommendations for new pages, designs, and user journeys.

The Reviewer
 
1,001 - 5,000 Employees
 
London, United Kingdom
Ulf Tiedemann
Head of Marketing, Merlin Entertainments
 
Verified
The Review
Feedback summary: 

Within just one day of intensive research, Space Between compiled a comprehensive body of useful insight and data. They held an informative debrief and came up with valuable solutions, even for problems they found independently. The team was accommodating and enthusiastically committed.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I work for Merlin Entertainments. We are the second largest visitor attractions company operating globally. I am the head of marketing at one of our specific theme parks in the UK. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Space Between?

We were implementing a new platform on our website and needed to understand the existing implementations, user journeys, and how to optimize conversion rates online through qualitative research. Space Between contributed their UX expertise to help us improve our website. 

Over the last two years, we rolled out a new booking engine. We've tested it on three of our main brands. Our online business had experienced challenges due to factors like the overall demand. The UX wasn’t converting as many online visitors into actual customers as it could be. 

SOLUTION

What was the scope of their involvement?

Our first meeting was relatively open-ended. We presented our main challenges without asking for a specific answer. Space Between went back to their offices to answer our brief thoughtfully. We assessed their approach and agreed to a date to conduct user testing at one of our theme park locations. I got to observe how they interacted with our customers. 

They collected a massive amount of data and compiled a document with an overview of their analysis. They presented their findings during a three-hour debrief meeting to answer our questions. Furthermore, they pinpointed issues we hadn't considered along with viable recommendations to fix them. Space Between's in-house user experience team created these solutions via new designs, user journeys, and pages. They simplified all the steps it took to achieve our goals. 

What is the team composition? 

We interacted directly with Luke (Director of Customer Optimization, Space Between) and Alex (Head of Customer Growth, Space Between). Luke designed and oversaw the project. Five additional employees worked in the background and evaluated data. I met the broader team when they were conducting research.

How did you come to work with Space Between?

Competitors offer similar albeit less sophisticated services due to the technology at their disposal. Space Between has an eye tracking measurement tool with facial recognition that can discern anger or excitement based on expressions. There are only two of these machines in the U.K. As a theme park entertainment brand, this was especially important. We try to sell experiences online. 

Our final decision came down to the team’s credibility and the brands they've partnered with in the past. From a personal perspective, working with them has been effortless and quite exciting. We didn't find that dynamic with other vendors. They seem to genuinely understand the entertainment sector. Our companies have a similarly young, fresh, and less corporate work ethos. 

How much have you invested with them?

We spent £15,000 (approximately $19,400 USD).

What is the status of this engagement?

We started working together in September 2017 while our parks were still in season. Space Between completed the project in December 2017, right before Christmas. The entire project took about 8-9 weeks total.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I don’t have specific metrics to share, but we’ve seen our desired increase in conversion rate and a decrease in bounce rate. The user journey flows much more smoothly. Since we implemented Space Between’s findings, users we capture in the booking funnel have been more likely to convert. Even though we only researched three of our specific businesses, we've rolled out the findings to our entire company. We’ve seen these improvements uniformly across our brands.

How did Space Between perform from a project management standpoint?

It was effortless to work and communicate with Space Between. We knew what we could expect at any point, and they delivered accordingly. They flexibly accommodated our schedule and locations.

Luke and Alex facilitated project management and served as our points of contact over email and phone calls. Throughout the project phase, we spoke between 2-5 times per week. They kept us in the loop about progress and timing. 

What did you find most impressive about them?

The debriefing was a massive eye-opener for our business. Space Between came up with extensive and useful findings within a single day of research. They gathered an expansive amount of data from just one of our locations and transformed it into an insightful analysis. The debrief alone could have easily been a two-day workshop. 

Do you have any advice for potential customers?

It’s important to sit down with Luke and Alex. Their enthusiasm for data, research, and their company is refreshing to see. Meeting them face-to-face is definitely worth it. Space Between could probably provide even more services than they list on the about section of their company's website. They have a strong team in the background that can support a wide variety of efforts. I suggest giving them as open of a brief as possible. They'll return with answers you never could have conceptualized.

5.0
Overall Score Space Between delivered a very high-quality product. Their team uses a streamlined process and is easy to work with. We'll be using them again.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They met all the deadlines, nothing was late, and they were flexible about working on our timeline. I have no complaints.
  • 5.0 Cost
    Value / within estimates
    Compared to other vendors we've worked with in the past, they offer competitive prices and much better-quality products.
  • 5.0 Quality
    Service & deliverables
    The quality of work they've done for us exceeded both our expectations and what other companies delivered during similar projects.
  • 4.5 NPS
    Willing to refer
    I'd absolutely be happy to refer Space Between. Our broader business has used them for several different projects at this point.

Shopify Development for Retail Company

"We now have a better understanding of how to strengthen our online store for the future."

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5.0

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
May 2018 - May 2018
Project summary: 

Space Between helped set up a Shopify account including payment and shipping settings. They also provided advice on Google Analytics, plug-ins, and linked social media to the store.

The Reviewer
 
1-10 Employees
 
London, United Kingdom
Macaila Vorster
Creative Director, We Are Temple
 
Verified
The Review
Feedback summary: 

The Shopify setup and technical guidance Space Between provided set the business up for online success. With clear and responsive communication, Space Between's team delivered quality customer service and were fully invested in the success of the engagement.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am the creative director of a new company that sells branded apparel online.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Space Between?

We required assistance in setting up a Shopify account to sell our products.

What were your goals for this project?

We needed to get our company up and running as quickly as possible, as we had procrastinated in our last stretch.

SOLUTION

How did you select this vendor?

Shopify recommended various Shopify experts we could use. We reached out to some and Space Between replied to us quickly. We liked the sound of their offer.

Can you go into detail about the services they provided and the scope of the project?

Space Between set up our payment, policy settings, shipping rules, and taxes. Their team consulted us on connecting various apps and plug-ins to our site to scale our business.  They also set up Google Analytics, reviewed our software, and helped set up a mailing service. We worked together to connect our online store to our social media accounts for a seamless shopping experience.

What was the team composition?

We worked directly and soley with their business development manager.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

The shop is all set up and ready to launch. Space Between ended our business' lull, as we now have a better understanding of how to strengthen our online store for the future. We can now maximize the use of our social media accounts, reviews, and Google Analytics to bring in new e-commerce. As a business, we now feel more confident knowing we can always consult and work with Space Between to scale our business.

How was project management arranged and how effective was it?

We were offered a breakdown of all the services they could help us with. Then, we chose certain services according to our current budget, with the intention of hiring additional services as we grew. We agree upon the scope and budget, and we paid for half the cost with the rest to be paid upon completion. They worked quickly and efficiently. There were only delays when our party had to send information or documents so Space Between could move forward.

What did you find most impressive about this company?

Their in-depth industry knowledge, quick and responsive communication, great customer support, and genuine interest in our business. 

5.0
Overall Score I am 100% happy with their services.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    There were no issues.
  • 4.5 Cost
    Value / within estimates
    It was more than expected, but well worth it. They also provided expert advice for free.
  • 4.5 Quality
    Service & deliverables
    They set up everything quickly and efficiently. They conducted a one-on-one when everything was ready.
  • 5.0 NPS
    Willing to refer
    I will definitely recommend them.

E-commerce Development Consultation for Clothing Line

"The improvements they want to make are clear and make sense to us."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Sept. 2017 - Ongoing
Project summary: 

Space Between provides consultation on online exposure and SEO implementation. They create audits and walkthrough websites for content improvements.

The Reviewer
 
1-10 Employees
 
London, UK
Eileen Willett
Co-founder, Cucumber Clothing Limited
 
Verified
The Review
Feedback summary: 

While still too early for concrete metrics, Space Between's advice offers a critical outside perspective for increasing exposure. Their team is knowledgeable, communicates clearly, and goes above and beyond the initial requirements.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am the co-founder of Cucumber Clothing. We produce luxurious and revolutionary thermo-regulating leisurewear and nightwear.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Space Between?

We needed them to conduct an audit of our website.

What were your goals for this project?

We wanted our website to be easier to use visitors, increase time spent on the website, and increase our conversions.

SOLUTION

How did you select this vendor?

We were recommended to them by an industry insider.

Can you go into detail about the services they provided and the scope of the project?

Space Between walked through our website and listed improvements that needed to be made. We are currently working with them on additional reviews and planning out improvements.

What was the team composition?

We work with their co-founders.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

It's too early to say, but the advice they provided so far is excellent. The improvements they want to make are clear and make sense to us.

How was project management arranged and how effective was it?

Their project management is excellent.

What did you find most impressive about this company?

The knowledge and attitude of the company are impressive. They are generous and go above and beyond our original scope.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer