Case Study
Rivers ready for a 10-15% conversion increase
User Testing, Site Audit, UX/UI Design, User Research
The Problem
In the 6 months to July 2021, over 21% of new and returning visitors abandoned checkout at the Login/Guest Checkout step, and of those who proceeded, over 24% abandoned before the Payment page. This was consistently higher for returning visitors, especially on Delivery (where over 28% abandoned checkout).
Our Approach
Tests were conducted on www.rivers.com.au and two comparison sites on all devices.
We recruited 14 participants that underwent unmoderated user testing.
Participants were asked to perform hypothetical tasks and rate their experience.
Identifying Pain Points
We’ve identified areas where users had difficulty in completing their tasks through video & audio recordings. We group them into themes and identify which ones are worth fixing.
Participant experiencing issues in finding a Parcelpoint pickup address
Creating Insights and Recommendations
We provided a total of 11 recommendations that were strongly based on the insights that we got from the user tests, supplemented with some UX research.
One of our eleven (11) recommendations on how to create a better checkout experience for Rivers
Making Our Designs Ready for Code
We provide the right documentation to make sure that developers can understand the interactions & states of the designs.
