Unearthing users empathy when using a third party channel
Why this project?
Understanding the nuances of the shopper's journey is paramount. For a partner with a global presence in the United Kingdom, Germany, North America, and Brazil, this quest for comprehension led to a transformative project.
Our partner aimed to decode the intricacies of shopper behavior on their app in these four distinct markets. They yearned to unveil not only how shoppers navigated their digital realm but also to grasp the essence of what truly mattered to these shoppers when seeking products.
How we delivered?
 Digital Shopping Journey: We provided an intricate breakdown of each participant's digital shopping odyssey. This illuminated the twists and turns of their path, offering unprecedented insights into the shopper's mindset. |
 Search Behavior: Our analysis revealed the multitude of paths that led users to their coveted products. From direct searches to serendipitous discoveries, we unveiled the secrets of discovery. |
 The Empathy Framework: This framework provided a comprehensive understanding of shopper needs within thematic areas. It transcended individual journeys, allowing us to identify clear shopper profiles and prioritize their needs effectively. |
The project has greatly improved our understanding of how people shop online in different markets. By looking closely at their digital shopping journeys, discovering how they search for products, and using the Empathy Framework, we have learned a lot about what shoppers want and need.
These insights help us see the various ways shoppers find products and allow us to focus on meeting their needs better. As a result, our partner can now create a more enjoyable and effective shopping experience, leading to higher customer satisfaction and engagement.
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