MERCHANDISING STRATEGY | SEARCH STRATEGY | EXPERIENCE AUDIT

Experience Optimization

Experience Audit

Experience Optimization

Our Experience Optimization team is always on-hand to make sure you achieve success and results with our technology. We work

with you to plan strategies which achieve results, operating alongside you to help you realize your mission-critical goals and

prove their worth. We have over 20 years’ experience helping renowned retail brands to deliver results and we do this by

assessing opportunities, optimizing performance and analysing results to ensure success.

Our Experience Optimization team work with leading brands worldwide including:

Meet Our Team of Specialists

KATIE WOODHEAD

Head of Experience Optimization

Katie Woodhead has over 10 years visual merchandising experience, working in both in-

store and online environments, most notably as Visual Merchandising Manager for Boohoo.com

and Topshop.com.

Katie leads the way in developing customer-centric local and international strategies driving

increased revenue, conversion, and other essential KPls.

ANDREAS BRÜCKNER

Senior Experience Optimization Specialist

Andreas Brückner has several years experience optimizing Fredhopper configurations.

With a broad skillset in marketing and data science, he has run data-driven optimization

projects which have led to multi-million additional yearly revenue for some of Europe’s

largest online stores.

LAUREL HARRISON

Experience Optimization Specialist

Laurel Harrison has several years online visual merchandising experience in both the luxury and pure-play fashion markets, working with

MatchesFashion.com and Asos.com.

Laurel specialises in global site optimization projects across international markets, and has a deep understanding of customer experience expectations across differing target audiences.

What we do

Our experience audit evaluates the on-site experience, identifying gaps between your business goals & challenges and your

customer’s needs & expectations to find commercial benefits and opportunities. We then outline how and where the

Fredhopper Discovery Platform can bridge these gaps, suggesting key configuration changes and better use of features, in-line

with best practice and success stories established across Attraqt’s 240 brands, proven to enhance the customer experience. Our

site review is the ideal first step to measure your current position and gain an understanding of where further optimization projects

will deliver the highest impact.

CONFIGURATION & DATA AUDIT

Review the impact of your

merchandising by analysing

performance and usage of the

Fredhopper Discovery Platform.

ON-SITE ANALYSIS

Analysis of the customer

experience and aligment with

brand goals and customer

relevancy.

OPTIMIZATION PLAN

List of quick wins and highest impact

changes to enhance business

performance and customer

experience.

Key deliverables

As part of this 3-step process, we work with your teams to deliver a comprehensive package which ensures your business uses our technology to the best of its ability to drive the most impactful results.

This detailed audit reviews the impact of your merchandising by analysing performance and usage of the Fredhopper Discovery Platform, suggesting opportunities to optimize the configuration. We provide you with a score to rate the quality of your current usage while

providing you with a RAG status checklist to help you plan your forthcoming areas of priority. This process highlights the ineffective and inefficient uses of the merchandising studio, documenting the probable and known causes of any issues while identifying actions to aid

speedy resolution.

1 . C O N F I G U R A T I O N & D A T AA U D I T

This detailed document provides an assessment of current merchandising strategies and analyses alignment with brand goals and customer relevancy. We score use of our technology against common high impact use cases to highlight key commercial opportunities

and customer experience improvements.

2 . O N - S I T E A N A L Y S I S

Bringing to light quick-wins and highest impact changes that would most rapidly enhance your business performance and the customer experience. Recommendations are provided based on industry standards and expectations, relevance to your key

business goals, and historic customer success stories.

3 . O P T I M I Z A T I O N P L A N

“The experience audit uncovered several opportunities for us to make improvements to the on-site experience and

offered an easy to digest action plan of high impact quick wins. Following the advice given, we were able to amend a stock availability issue which was stopping many users

from converting. After fixing this problem conversion has increased by 16.1%.”

Sports Brand

DATA-LED

We believe in the power of sharing data-led insight to drive shared success and

we will support you at every opportunity.

Our Culture of Dynamic Development

Almost 20 years ago we helped pioneer the creation of an industry.

Our customer community has unique access to a platform of spectacular scale and efficiency, underpinned by a collaborative, people-focused

approach. We power our clients’ merchandising and trading teams with our robust and innovative technology and our informed advice.

BETTER, TOGETHER

We have a deeply collaborative culture, which makes us trusted partners to

deliver the right solutions.

PIONEERING

We pioneered an industry almost two decades ago and are committed to

continuous innovation.

How to get started

YOUR TEAMS

To begin the Experience Optimization process, we need a collaborative discussion with the main person responsible for day-to-day trading on your

site. A relevant senior stakeholder in the business should also be included at the start and end of the project to be informed and understand our project

deliverables.

METHOD: We’ll kick things off together with an online conference call. We’ll organize this for you and take care of all the next steps.

YOUR DATA

We work with your analysts and need access to your data to enable us to dig deeper into issues and be able to discuss these with your teams. By accessing

your most useful data, we can offer the most accurate advice possible and confirm together that we are taking the best approach.

METHOD: Use our provided email address togrant us access to your analytics accounts and introduce us to the analysts we

will work alongside.

Delivery Timeline

Typically, an experience audit takes 3 days to complete. An individual quote will be given on consultation.

Chargeable hourly rate £170

KICK-OFFKick-off consultation &

begin configuration audit

REVIEWBegin on-site analysis &

documentation

FEEDBACKCreate optimization

plan & deliver feedback consultation

Experience Audit

Examples

Configuration & Data Audit

A summary of key findings is provided with RAG status for each checklist item. This highlights ineffective and inefficient use of the merchandising studio. Probable and known causes of issues are documented, including actions needed to aid speedy resolution.

Example screen shot of configuration audit & usage scoring

AREA

Facets

QUESTION EXAMPLES SCORE 0-5

Facets

Facets

Facets

Facets

Facets

Facets

Is the minimum facet value setting used?

Can facets be set to multi-select?

Is laterality set appropriately?

Are facets styled appropriately to the users’ information need?

Can facets be collapsed?

Are advanced visual aids employed for facets?

Does the average lister have between 5 and 10 facets?

Generally set to 2, except for attributes where customers would want to filter on a single value

(e.g. feature, if not all products have features)

In most cases multi-select

Sliders, colour swatches

Icons, help overlays

Enough facets to enable meaningful refinements, not to many to confuce customers. Both search

and category PLPs

1

4

3

5

2

3

2

On-Site Analysis

Bringing to light common sense changes which would only enhance performance and experience. Recommendations are provided based on industry standards and expectations, and historic customer success stories.

* First product on PLP only has one size in stock.

* *

Optimization Plan

Prioritisation of actions which are needed to make improvement. Highlighting quick wins & highest impact changes which affect usability and business KPIs. The optimization plan also brings to light key use cases which could be applied, their expected uplift and notes of metrics affected to help you

target your goals.

Homepage & Navigation

AREA CONFIGURATION SCORE

Rankings & Category PLPs

Facets

Recommendations

Search

Personalization & Targeting

49%

61%

76%

59%

32%

83%

Optimization Plan Continued

Use result modification groups

ADVISED CHANGES

Make key products visible at the top of the lister page

Show content on lister pages

Begin search relevancy project

Make non-product content searchable

Make search facets relevant to search term

20%

ESTIMATED UPLIFT METRIC EFFECTED

2%

5%

15%

10%

5%

PLP to PDP rate

PLP to PDP rate

% Conversion rate

Search precision

AOV

CTR

Contact usTelephone: Email: Website:

+44 20 3675 7800 experienceoptimization@attraqt.com www.attraqt.com

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