Recharging a Manufacturer’s Online and In-Store Experiences

Situation

A global manufacturer of mobile charging devices and accessories wanted to optimize its online and in-store retail experiences in the US.

Engagement

Our first step was to conduct in-home and in-store ethnographic interviews in order to understand how people perceive, use and shop within this category. We then held focus groups to explore a wider range of perspectives and to delve into messaging. We also conducted UX interviews including eye-tracking and facial coding to explicitly determine how people shop for these products on both desktops and mobile devices.

Results

Based on the results of our work, the client optimized its online retail experience and developed better marketing methods and experiences for traditional brick-and-mortar retail venues. Today many of its products are ranked as category best sellers on Amazon; some products have received over 24,000 user reviews with an average of 4.5 stars.