Bambo Nature, a skin and eco-friendly baby products manufacturer, was looking for a way to boost conversions from its UK online store. The company’s e-commerce team was already using all of the traditional analytical tools, such as Google Analytics and A/B testing, to optimise conversions. However, it wanted to take it one step further and discover how customers experienced its website.
Bambo Nature needed rapid insights on video into the customer's purchase experience. Therefore, the company decided to run a usability test with Sonar, using the ‘e-commerce flow’ study from the Sonar insights marketplace. Sonar then recruited participants in the UK market, interviewed them and aggregated their feedback into a set of actionable insights.
"Sonar's easy-to-digest format and powerful insights helped us gain internal buy-in and quickly implement changes that benefited our customers."Helle Merrild Hansen, eCommerce Manager, Bambo Nature
Sonar provided Bambo Nature with a comprehensive list of insights and customer-backed recommendations. The company was surprised by the results: the test revealed customers found the navigation intuitive, but struggled with confusing terminology and pop-ups interrupting the flow. Furthermore, it gained a clearer perspective on its customers' pain points and barriers, validating some of its internal assumptions.
The insights provided by Sonar gave the e-commerce team the authority and validation it needed to make meaningful changes to its website and optimize it for maximum conversion.