UX and CX consultancy
Find out exactly where your site loses customers.
An evidence-led review of your ecommerce site through your customers' eyes, backed by your own analytics, session recordings and order data. You get every finding rated, a prioritised plan, and the quick wins to start on now.
13Areas of the site and platform assessed, each rated red, amber or green
~20,000Customer sessions analysed for journeys, drop-off and frustration
144Prioritised recommendations, from urgent fixes to strategic growth
Every step of the customer journey, and the platform behind it.
We look at how well your site serves each of your audiences, from consumers to trade buyers, against B2C and B2B ecommerce best practice and your competitors.
Navigation and structure
Menus on desktop and mobile, wayfinding, the homepage's value proposition, and how new and returning customers find their way.
On-site search
Relevance, misspellings, synonyms, zero-results recovery, autocomplete, SKU and trade search, and faceted navigation.
Category and product pages
Listing pages, filters, product images and information, availability, cross-sell, reviews and calls to action.
Tools and configurators
Calculators, samples, bespoke and made-to-measure ordering, and the journeys that follow them.
Basket and checkout
Where customers hesitate and drop out, promotions and merchandising, delivery and payment options.
Accounts and B2B
My account, reordering, trade pricing and the B2B capabilities your business customers expect.
Content, help and service
Advice and installation guides, delivery and returns information, contact, live chat and feedback.
Accessibility
Automated testing, colour contrast and manual keyboard testing against accessibility standards.
Speed and mobile
Core Web Vitals, page speed and responsive design, where most of your customers now shop.
SEO and analytics
Technical and on-page SEO, and whether your tracking measures what matters.
Security and compliance
Platform version and security, PCI DSS, cookie consent and terms and conditions.
AI opportunities
Where AI search, product guidance, merchandising and analytics would pay back for your business.
Evidence, not opinion.
Understand
Your business model, your customer segments and how each of them buys, agreed with your team.
Measure
Your analytics over a full year and year to date, session recordings and frustration signals, checked against your order data as the commercial ground truth.
Assess
Page-by-page and journey-by-journey review, accessibility, speed, SEO and security testing, and benchmarking against competitors and sector leaders.
Prioritise
Every finding rated and every recommendation ranked by impact: urgent risks, high-impact conversion fixes, and strategic growth.
A clear, prioritised plan you can act on.
The written report
Findings for every area, each rated red, amber or green, with the evidence behind it and clear recommendations.
A recommendations register
Every recommendation in one filterable register, by priority, category and area, ready to plan and track.
Quick wins and a roadmap
What to fix now, what to plan next, and the longer-term opportunities, in a prioritised framework.
A presentation to your team
The key findings walked through with your leadership team, with time for questions.
A brief you can give to any agency.
Our review is independent of your current development partner. The recommendations are written to be actionable whoever delivers them, and we can assess your platform, security and partner relationship objectively.
Where the platform itself is the question, we can follow on with a time-boxed platform evaluation: a total cost of ownership comparison across Magento Open Source, Adobe Commerce, Shopify Plus and BigCommerce, and a board-ready business case.
35%Conversion rate of Pedigree Wholesale's B2B trade app, built around a slick reorder journey
12%Increase in conversion rate for JAK Marketing's new ordering portal
9%Increase in tablet conversion rate for West Bromwich Albion FC's new online store