User Conversion

BACKGROUND

Introduce your business and what you do there.

I’m the e-commerce manager of Mamas and Papas, a premium nursery and baby brand in the U.K. and Ireland.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with User Conversion?

We wanted to increase our conversion rates.

SOLUTION

What was the scope of their involvement?

User Conversion did some design changes that made our website much more accessible in order to increase the conversion rate. They also split tested different designs, as well as designed navigation tools to ensure an optimum customer experience. Our goal was to get the maximum ROI.

What is the team composition?

We have about six key contacts from their team.

How did you come to work with User Conversion?

We sent out an RFP, and User Conversion came back in a more competitive manner than some more standard agencies. They were cheaper and had better informative testing. Their ideas were also more innovative, dynamic, and drastic.

What is the status of this engagement?

We began working with them in September 2016, and the relationship is ongoing. We’ve just done a checkout redesign with them, and will continue using them moving forward.

RESULTS & FEEDBACK

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

There’s always room for improvement, so we continue to split test certain areas of the site. We’ve definitely seen good percentage gains since their involvement. They’ve done surveys and audience investigations where customers return with specific feedback that we use to build tests around. We listen to the customers and what they want, and then develop from that. User Conversion has been really open to this, so if a customer wants a certain experience, we can work out how to make it commercially viable.

How did User Conversion perform from a project management standpoint?

They are really good. We have weekly meetings and bi-daily phone calls or emails.

What did you find most impressive about them?

They have a really good understanding of Google Analytics, and are able to get into what the actual data means.

Are there any areas they could improve?

I have no suggestions for improvement.

Do you have any advice for potential customers?

I suggest having a three or six month trial period to let them prove their worth over that time.