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November 26, 2024
Platform and UX Optimization
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A Chilean retail company specializing in home goods, electronics, technology, furniture, and more. With a strong nationwide presence, it offers financing options through its own credit card—making products more accessible. The company aims to improve the customer shopping experience across both physical stores and its online platform.
The Challenge
The company aimed to enhance its digital platform to simplify navigation and personalize the user experience. Additionally, it sought to improve internal operations, reduce response times, and boost satisfaction for both customers and support teams—ensuring competitiveness in the fast-moving e-commerce landscape.
Specific Objectives
- Transformar la experiencia digital de clientes y colaboradores internos mediante una plataforma ágil, intuitiva y eficiente.
Phases
Phase #1
Agile Framework
We implemented the Scrum methodology to manage the project with agility. Working in short sprints allowed for rapid adaptation to changes and constant collaboration with the client.
Phase #2
Research and Analysis
The UX team conducted in-depth business research, stakeholder and user interviews, co-creation workshops, and metric analysis. This research was key to deeply understanding user needs and pain points.
Phase #3
User Empathy
Empathy was at the core of our strategy. We designed solutions focused on improving the end-user experience, based on real needs and an intuitive interface.
Phase #4
Optimizing navigation
The platform’s architecture was redesigned to make navigation faster and more accessible, simplifying interactions and improving the overall flow of the website.
Results
The resulting digital platform enhanced the user experience, making navigation smoother and more intuitive. Internal efficiency improved thanks to shorter response times—leading to increased satisfaction among both customers and staff. Key outcomes included:
Navigation
A faster and easier browsing experience, significantly improving user interaction with the platform.
Response
Response times and messages were optimized, offering users helpful information quickly and effectively.
Retention
The improved user experience led to higher customer retention, fostering loyalty and strengthening brand relationships.
Conclusion
This digital transformation success story boosted the retailer’s competitiveness in the digital marketplace, elevating its platform to deliver a modern user experience aligned with the current expectations of the e-commerce sector.
