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.
We conducted a cost-effective user research study for Waterstone’s delivering the best insight and return-on-investment from available budgets and working with the eCommerce team to improve the online user experience for their customers.
Waterstone’s selected Fluent because of our in-depth approach to qualitative user research and our ability to offer cost-effective solutions.
We combined our qualitative approach to participant interviews with freeform questioning around web habits and competitor sites to provide a comprehensive user experience report on the Waterstone’s website. Insight gathered included a wider understanding of users’ online behaviour, contrasting perceptions of the Waterstone’s brand in the online and offline environments and against competitors, as well as more focussed recommendations for development of the site navigation, functionality, promotions, advertising campaigns and the site content and look-and-feel.
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.
