E-commerce grew much faster than the forecast. This put pressure on processes, fulfilment, budgeting and customer experience in an organization with a need to improve CX, data and product experimentation maturity. The environment also requires strict compliance around prescriptions and sensitive health categories.
Eidra supported the client with product experimentation, design and digital analytics. We have taken interim roles in head of CX, data-science and product experimentation, to build cross-functional, journey-based teams (e.g. prescription, checkout, self-care) and introduce agile, insight-driven ways of working anchored in business and customer goals.
The work has created a foundation for scaling. The organization has moved from “design by opinion” to a culture of experimentation and performance in product teams, with prioritized test backlogs, result reviews and a stronger link between design, commercial outcomes and customer lifetime value.
Increased focus on customer journeys across capabilities, with shared KPIs, introduced agile CX routines, and equipped internal product teams to run their own experiments and analysis - continuously creating a stronger, more confident organization.
+2% Relative checkout conversion uplift
+16% Relative increase in average order value through continuous optimization
2+ Years of strong collaboration delivering insights, design for product development.
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