CASE STUDY 03 · RETAIL / E-COMMERCE
STOREFRONT
EXPERIENCE
PRODUCT DETAIL
+ TRUST MOMENTS
CAMPAIGN +
MERCHANDISING
01 / THE OPPORTUNITY
The work focused on removing uncertainty from high-intent moments: stronger listing hierarchy, consistent navigation, trustworthy product communication and merchandising designed around how customers actually decide.
CUSTOMER +
COMMERCIAL CONTEXT
02 / RESEARCH & STRATEGY
COMPETITORS + MARKETPLACE TRENDS
Mapped familiar patterns and visual gaps to guide clearer product discovery.
REVIEWS + SEARCH BEHAVIOUR
Customer questions and query patterns shaped reassurance, hierarchy and keywords.
SEASONAL DEMAND + BEST SELLERS
Commercial patterns informed product positions, promotions and campaign timing.
03 / THE SOLUTION
Insight → Design decision → Business impact
SECONDARY IMAGERY WAS IGNORED
→ Improved photography hierarchy
→ Greater confidence before purchase
NAVIGATION FELT INCONSISTENT
→ Improved collection organisation
→ Simpler product discovery
CUSTOMERS NEEDED REASSURANCE
→ Strengthened trust messaging
→ Improved purchase confidence
04 / OUTCOME
TRAFFIC + VISIBILITY
Room for measurable marketplace growth.
CONVERSION + CONFIDENCE
Room for measurable customer outcomes.
MARKETPLACE GROWTH
A reusable commerce system designed to compound.
TRAFFIC → PRODUCT VIEWS → ADD TO BASKET → PURCHASE → REVIEW → REPEAT PURCHASE
Balancing creativity with business objectives meant using customer behaviour to decide where attention, reassurance and visual craft had the greatest value.
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