Our expertise has evolved over hundreds of projects, but our belief that your customers needs and your brand message are the key to the success of your eCommerce business.

Our working practices have been continually refined with this belief in mind to ensure that we consistently maximise your return on investment in eCommerce.

How our process works

What we do

Phase 1

Understand your key objectives

We will work with you and your stakeholders to understand all of the key objectives for your website over the coming months. We need to know where you’re headed in order to deliver actionable insight right away.

Phase 2

Dig into the data

Using Google’s HEART framework, we will uncover the story your data tells about how customers use your website. This overview provides a road-map pointing to areas most in need of performance improvements.

Phase 3

Speak to your audience

But data only tells us objective fact: what is happening. By speaking to your audience, we will gather subjective insight into why it is happening: what real customers think of your website.

Phase 4

Create insight and action report

We will then distill our findings and related suggestions down into a final insight and recommendations report. This will be discussed with you via an in-person meeting or a screen share, then shared via email.

What you get

Identify how your customers are using your website

Who they are, what they are doing, when they are visiting your site, where they are visiting from, how they got there and the journey they are taking on your website.

Improve your customer experience

Proactively identify opportunities to amplify your brands message and reduce friction in order to deliver experiences in line with what customers have come to expect.

Measure and learn

Identify which metrics are important in order to better review the performance of your website and invest your budget correctly.

Focus your efforts

Identify areas of revenue and profit growth to focus on to maximise returns.

Stage 1

eCommerce Health Check

An exhaustive list of over 170 checks, conducted from three different customer perspectives – Optimising Performance, Increasing Motivation and Reducing Friction - resulting in a report that clearly identifies which areas of your eCommerce presence need attention.

From quick wins through to longer term opportunities - and everything in between - all viewed through the lens of maximising your return on investment in eCommerce.

Read more about our Health Check

Stage 2

Data & Analytics

With customers now buying more online, expectations around eCommerce experiences are changing rapidly. As such, action must be taken based on the specific requirements of your customers, not based on industry trends or opinions.

In light of this, well organised customer data is one of the most valuable assets your brand can have, and the insight that can be derived from it is the most effective tool available to inform the most suitable eCommerce experience for your customers.

Stage 3

User Research & Insights

Data may tell us what is happening on your website, but not why. Our user research process combines data analysis with user interviews to create a deeper understanding of your opportunities for growth.



We thrive working as an extension of your team and getting to know your Business, no matter what your requirements are. Our experience working embedded within client teams has taught us how to build strong relationships based on helping each other perform.

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