Expresso – Website Conversion

Usability research

How can Expresso improve the online shopping experience on tablets, phones & computers to improve conversion?

Cnote conducted usability research, asking 12 online shoppers in a 1 on 1 setting to use the site using a task-based methodology. Respondents were asked to perform tasks relevant to their own situation, such as find something nice for an up-coming party on your tablet and then buy it on your computer.

The research, with (potential) Expresso customers, confirmed that the site works well in the basic tasks of shopping. Importantly, it delivered 18 quick win changes to improve conversion. These quick wins range from small bug fixes to changing how the collections were posted through the content management system. Additionally, the research delivered a wish list for Expresso to use in long term planning for the site.

What we did

✓ Usability research: 1:1 customer interviews using tablet, phone & computer
✓ Expert review: on best practices usability
✓ Long list of website improvements