Challenges:

• Address top customer pain points based on collected user data (navigation, cart, error handling, etc.).
• Prepare site for major overhaul and redesign to improve customer experience and site performance.
• Resolve navigational and workflow issues, bugs and errors on the site.
• Help build new eCommerce department, train staff, improve processes, document and provide training.
• Upgrade taxation system (Avalara) to bring into compliance with all jurisdictions.

Contributions:

• Reduced overhead site maintenance and vendor costs by 40%, increased conversions up to 12%.
• Competitive analysis, customer feedback, surveys, traffic behavior and A/B testing.
• Improved user experience, prepared for full site overhaul, brand refresh, upgrade and migration.
• Updated global navigation, site map, and the way the site processes sales tax.
• Documented and streamlined internal processes, vendor management, release management, site management.