Services
Every project starts with a data investigation. We want to understand the customer experience thoroughly to ensure our conclusions are customer-focused. We can then accurately decide on project goals, plans and outcomes.
This is the basis of your growth strategy and what services will deliver improvements in the short, medium and long term.
Our strategies are based on proven ecommerce knowledge, tailored to your business. Our previous clients have felt confident in this process, resulting in longstanding relationships and further projects.
How we deliver results
Usability Audit
- Data assessment of customer experience to identifying friction
- Qualitative review of the website with customer journey mapping
- Recommendations (backlog) of website updates defined and prioritised based on estimated returns
- Based on your existing systems, we advise on complexity of any changes proposed
Customer Feedback
- Activate strategies to capture customer feedback
- Gain an unfiltered view of how users are operating on your site
- Data summarised and customer journey improvements defined and prioritised
Conversion Rate Optimisation (CRO)
- Identify the stage of the customer journey that will most benefit conversion
- Wireframe and coordinate changes to the layout, web merchandising or content
- Manage conversion systems
- A/B testing or monitored web changes
Project Delivery
- Define project objectives with stakeholders
- Define milestones, timelines and deliverables
- Act as agile product owner, defining user stories and working closely with the developers
- Ongoing management of design, development, business change and user acceptance testing (UAT) included
- Provide progress reports to be circulated as regularly as requested
SaaS / Third party due diligence
- Gather business requirements – immediate and future
- Investigate third parties or SaaS providers compared to business needs
- Findings are presented and summarised to make the choices straightforward
- If required, implement system with full end-to-end testing
Web Merchandising
- Focussed on increasing users reaching a product page without any requirement for developement
- Solutions typically include navigation improvements, internal search improvements, banner optimisation, product content
- Solutions are often linked to ecommerce trading opportunities
Ecommerce Trading
- Audit current trading plan
- Where possible, compare performance vs. campaigns
- Review Digital marketing including competitor and seasonal trends
- Provide tactical advice on improving Ecommerce trade plan
- Can create a trading plan based on the above investigation
Content & Merchandising Strategy
- Audit to define whether web content is being accessed and interpreted as expected
- Recommend updates to the user journey or the content structure to create an informative experience which benefits web conversion rate
- Includes product pages, banners, benefits, blog and support content
Information Architecture
- Usability audit often identifies issues with the catalogue structure
- Define the entire catalogue structure with input from stakeholders
- User test taxonomy
- Coordinate data migration and cutover
Replatform Lead
- Gain understanding of customer and business needs to clarify objectives and deliverables
- Define project plan or work with project manager on timelines and resources
- Coordinate cross-functional teams on project activities
- Manage third parties and application integration
- Coordinate end-to-end user testing
- Manage cutover between platforms with minimal disruption to business
Business Process
- Lead workshops with business teams to understand individual team process and touchpoints with other teams and current technology
- Review and advise on the simplification of the business process
- Provide advice on how new or updates to technology can make team process more efficient
Systems Integration
- Systems suitability defined in Due Diligence service
- Coordinate integration with business teas, trading roadmap and development timelines
- Leads testing across devices, and countries and currencies on international sites
Ceri made an immediate impact when joining the team and was incredibly versatile in providing us the skills we needed across product ownership, business analysis, systems testing, project management and training. She worked independently throughout the project, taking the lead in managing the third party development partners and also forming a strong relationship with the internal IT and business teams. Ceri was thorough and diligent which meant that all projects were delivered on time and to the required quality standard and she added value by bringing her own client side retailer experience into product definition and problem solving. We wouldn’t hesitate to work with Ceri again on any strategic project.
Find out how we can turn the tide on your ecommerce projects
Turn The Tide Ecommerce have enhanced their client’s digital landscape, increasing revenue and conversion through a diverse mix of solutions.
Our consultations are free, so get in touch!
