Maximising webshop potential 

Our coffee client’s webshop was struggling to acquire and retain customers, so they came to us to understand the broader market and people’s real-world experiences of the competition. By taking an integrated quantitative & qualitative approach, we were able to highlight a number of key challenges that were coming from competitors that were likely to be stopping people returning to them directly. 

Also, having used advanced statistical techniques like KANO, we were able to deliver a number of optimisation pathways for the webshop, including a renewed focus on areas where they could truly differentiate. We also highlighted the key hygiene factors that customers needed to see to assure them.