Challenges:

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

Highlights:

• Reduced site maintenance and vendor costs by 40%, increased conversions 12%.
• Competitive analysis, customer feedback, surveys, traffic behavior and A/B testing.
• Improved user experience, prepared for site overhaul including rebrand and CMS migration.
• Documented and improved processes including vendor, release, and site management.
• Updated global navigation, site map, and the way the site processes sales tax.