Customer journey mapping traces how real customers find, evaluate and buy from your brand, across search, social, email, your site and your stores. UX design then turns what the map shows into specific changes to the experience.
The aim is to find where the journey costs you sales and fix those points first. The engagement takes three to four weeks and is grounded in your own analytics and customer research rather than generic best practice.
We map the real journey
We combine analytics, session recordings, customer interviews, surveys and customer service data to see how people actually shop with you. That often differs from the journey the team assumes, especially across devices and between online and in-store.
We find the friction that costs the most
Every point where customers hesitate, get confused or leave is noted and sized against traffic and revenue. That turns a long list of issues into a short list of priorities the business can act on.
We design for mobile first
For most ecommerce brands, most traffic arrives on a phone. We design every key screen for mobile first, then adapt it for larger screens, so the experience most customers see gets the most attention.
We design for every customer
Accessible design is better design for everyone. We work to WCAG 2.2 AA guidelines for colour contrast, keyboard use, screen readers and clear forms, which also reduces legal risk in markets with accessibility requirements.
We hand off production-ready designs
Designs are delivered as a documented component system that developers can build from directly, whether that is a Shopify theme, a BigCommerce store or a NextJS storefront. Our tips to improve ecommerce UX design give a sense of the details we look at.
