01 / Built around your business
Where is the buying journey breaking down?
- Visitors arrive but do not understand the product or its value.
- Shoppers reach checkout and encounter unexpected costs or friction.
- Campaign reports look healthy while cancellations and returns reduce the value of orders.
- Customers buy once but receive no useful reason to return.
02 / Built around your business
What a focused scope can include
Product discovery
Connect search, feeds and campaign creative with the products you can supply profitably.
Purchase confidence
Make sizing, materials, specifications, delivery and returns easy to understand on the relevant pages.
Checkout and measurement
Review the mobile purchase path and reconcile the store’s transactions with the events used in reporting.
Repeat purchasing
Use appropriate lifecycle messages, replenishment and loyalty ideas only where they fit the product and customer behaviour.
01 / Discover
Help shoppers reach the right product.
Connect categories, search and campaign destinations to the current catalogue. Distinguish browsing from a customer who is ready to compare a specific item.
- Connect search, category pages and campaigns to products that are available.
- Check stock and variant availability.
- Match the message to the destination.
- Keep category and product facts consistent.
The working decision
Help shoppers reach the right product.
Check stock and variant availability.
02 / Decide
Answer the questions before the order.
Bring product information and buying conditions together where the shopper needs them. The appropriate route may be checkout, a configured quote or a product enquiry.
- Make product details, delivery and returns information useful before checkout.
- Explain specifications and practical limitations.
- Make delivery and returns information visible.
- Check the mobile completion route.
The working decision
Answer the questions before the order.
Explain specifications and practical limitations.
03 / Continue
Review what happens after the purchase.
Use fulfilment and customer feedback to understand order quality. Follow-up should suit the product cycle and customer preferences, with a clear reason for another contact.
- Use customer preferences and the product cycle to plan useful follow-up.
- Separate placed orders from fulfilled value.
- Include cancellations and returns.
- Review contribution before increasing incentives.
The working decision
Review what happens after the purchase.
Separate placed orders from fulfilled value.
03 / Built around your business
Measure the value of the orders
Keep placed orders, delivered revenue, refunds and repeat purchases distinct. Define the costs included when reviewing acquisition efficiency or contribution.
What should the first scope achieve?
The store, campaigns and follow-up need to reflect the products, stock and service the business can deliver.
Optimise only for placed orders?
Review fulfilment, returns and the costs included in each comparison. A busier checkout is useful only if the business can deliver and retain sufficient value.
Promote the whole catalogue equally?
Use availability, customer demand and order economics to prioritise. Some items need more explanation, different delivery information or a separate enquiry route.
Buying intent
Relevant product visits and enquiries, separated from completed orders.
Product, page and campaign records for the agreed catalogue scope.
Completed orders
Confirmed orders from the defined eligible journey and period.
Store transactions reconciled with payment and order status.
Fulfilled value
Order value after the agreed treatment of cancellations, returns and variable costs.
Fulfilment, refund and cost records.
Repeat purchasing
Customers making another completed purchase within a defined period.
Consistently identified customer and order records.
04 / Built around your business
Choose your product category
Clothing, electronics, food, furniture and jewellery have different purchase questions. Explore the relevant industry page for the details that matter to your range.
A useful page or journey
Priority categories, destinations and the customer questions each needs to resolve.
Information your team supplies
Current service or product facts, coverage and availability, plus the details needed to support “Resolve the buying question”.
Implementation & ownership
Agree who makes the changes and who handles the next step when a customer is ready to “complete and fulfil”.
A defined review
Review fulfilled orders, contribution and repeat purchases. Record the period, source and the next action the findings support.
Before we start
Questions about the work
Do we need a new platform?
Not necessarily. Review the current constraints and integrations first. A migration needs a practical business case and a plan to preserve the buying journey.
Can we begin with checkout or retention only?
Yes, where the scope is useful on its own and the required information is available. Agree how the work connects with the rest of the store.
