Customer :
The client is a leading website that focuses on pet products and pet sales. It offers a comprehensive platform that includes a wide range of pet-related products, services, and pet adoption assistance.
Users can receive personalized product recommendations and earn loyalty points for future rewards.
The website features various categories of products, such as food, toys, accessories, and healthcare items. Its main goal is to provide a user-friendly interface that is accessible on multiple devices and browsers, ensuring a consistent experience for all users.
Additionally, the website offers a convenient repeat delivery option, allowing customers to schedule automatic deliveries at their preferred intervals. Users will receive notifications prior to each delivery and have the choice to confirm or cancel.
The client noticed a decline in conversion rates and user engagement. To address these concerns, they decided to conduct usability testing to identify and rectify any usability issues that may be hindering the user experience.
The client’s goal was to identify and address usability issues to enhance the overall user experience and increase user engagement.
Challenges :
The key objectives of the usability testing are as follows:
Evaluate the website’s user-friendliness and site navigation.
Evaluate the efficiency of earning and redeeming loyalty points.
Measure the effectiveness of the loyalty program in driving user engagement.
Identify any usability issues or obstacles that affect the user experience.
Gain insights into user behavior, preferences, and pain points.
Collect user feedback and suggestions for improvement.
Provide practical recommendations to enhance the website’s usability.
Obtain insights to improve overall website usability and boost conversion rates.
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