The furniture industry is highly competitive, and customer experience (CX) is crucial in customer acquisition and retention. This case study will explore how a furniture company can improve its user experience (UX) to enhance CX and gain a competitive edge.
Background:
My client, Furniture Co., is a popular furniture brand with physical stores across the state. Furniture Co. has also launched an e-commerce platform to cater to the growing demand for online shopping. However, the company faces stiff competition from other furniture brands, and their customers have been complaining about the difficulty of finding products and the checkout process.
Research:
To understand the users' pain points, I conducted user interviews and analyzed the customer feedback data. I also ran a competitive analysis to identify the best practices of our competitors. Based on our research, I recognized the following issues:
Difficulty in finding products: Customers found it challenging to navigate through the website and find the products they were looking for.
Product visualization: Customers found it hard to visualize the products and how they would fit into their space.
Delivery and installation: Customers complained about the delivery and installation process, finding it complicated and time-consuming.
Design:
To address the pain points, I proposed the following solutions:
Simplify navigation: I revamped the website's navigation to make it more user-friendly. We added a search bar on the home page and organized the products into categories and subcategories.
Improve product visualization: I introduced a feature allowing customers to visualize the furniture in their space. We used augmented reality (AR) to create a 3D model of the product, which the customers could place in their space using their smartphone's camera.
Streamline delivery and installation: I simplified the delivery and installation process by providing customers with a tracking number and estimated delivery time. We also provided customers with the option to schedule the delivery and installation time that was convenient for them.
Implementation:
I tested our designs with a group of users to validate our assumptions. I then implemented the changes on the website and launched the AR feature. We also trained the delivery and installation team on the new tracking system.
Results:
The changes I implemented led to a significant improvement in the user experience. The website's bounce rate decreased by 30%, and the time spent on the website increased by 40%. The AR feature received positive user feedback; completed transactions increased by 29%. The delivery and installation team reported reduced complaints and a higher customer satisfaction rate.
Conclusion:
In conclusion, the UX redesign helped Furniture Co. improve its customer experience and gain a competitive edge in the furniture industry. By simplifying navigation, improving product visualization, and streamlining delivery and installation, we provided a more seamless experience for users. These changes helped Furniture Co. stay competitive and build a loyal customer base.