01
Client context
Traffic to the retailer's site and app had grown, but conversion and repeat rates were flat.
02
Business challenge
Analytics showed where visitors dropped out but not why.
03
Research objective & questions
Identify the barriers to conversion and the drivers of repeat purchase, and prioritise fixes.
- How do shoppers search and compare products on the site and app?
- Why do they abandon carts?
- How does the store compare with marketplaces on price, delivery and trust?
- What would bring first-time buyers back?
04
Methodology & approach
- Remote usability sessions
- Shoppers completing real tasks on site and app.
- Cart abandonment survey
- Short survey triggered after abandonment.
- Digital shelf benchmarking
- Comparison with marketplace listings.
- Customer survey
- Satisfaction and repeat intent among recent buyers.
05
Sample & geography
- ~20 usability sessions
- ~800 abandonment survey responses
- ~1,000 customer survey responses
- Geography — India
06
Key findings
- Unclear delivery dates and charges were the main reason for abandonment.
- Product pages lacked size and material details shoppers needed.
- Shoppers trusted marketplaces more for returns.
- Buyers who received well-packed orders on time were far more likely to return.
07
Business implications
- Show delivery dates and charges early.
- Improve product detail and imagery.
- Promote a clear, easy returns policy.
08
Outcome
The retailer received a ranked list of conversion barriers and a repeat-purchase action plan.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.