Waterstone's

Client: Waterstone's

Fluent’s research gave us a load of insight into how our site was working. We’ve already actioned a number of changes and will continue to use the findings to inform our development and design priorities.

eCommerce DirectorWaterstone's

The challenge

Waterstone’s chose to work with Fluent to ensure that they were delivering the best possible online user experience as well as maximising sales conversion. Waterstone’s selected Fluent because of our in-depth approach to qualitative user research and our ability to offer cost-effective solutions.

They selected Fluent because of our focus on qualitative customer research, our ability to work seamlessly with their in-house technical teams and our ability to turn the whole project round within 6 weeks.

We delivered

We conducted a cost-effective user research study for Waterstone’s delivering the best insight and return-oninvestment from available budgets and working with the eCommerce team to improve the online user experience for their customers.

Due to our flexible free-form approach to user interviews, we were also able to include users' experience of competitor brands, general book-buying habits, brand perception and social media behaviours thereby getting the most insight for Waterstones from a relatively small sample of users.

Positive outcome

Waterstone’s saw the benefits of our qualitative approach, in particular how it gave them real insight into the mindset of their customers. They are now actively looking at ways of involving regular user research in their core design and development process.