pattern ecommerce consulting customer experience audit scaled

Customer Experience Audit

Elevate your ecommerce strategy with our premier Customer Experience Audit. In the fast-paced world of ecommerce, understanding and optimising your customer’s experience is the cornerstone of success. Our Customer Experience Audit is the engine that drives your online store to superior performance, increased conversion rates, and delivering a satisfying user journey that keeps customers coming back for more. We have a proven track record of delivering incredible insights and product roadmaps for our clients that help them achieve game-changing results. 

Our framework has been developed over a decade leveraging the expertise of ecommerce and conversion rate optimisation professionals. It is continuously updated to align with new benchmarks and evolving consumer expectations. While we tailor our approach to meet the unique demands of your business, our methodology typically follows a series of well-defined steps, ensuring a balance of personalisation and proven practice in our strategy.

pattern ecommerce consulting customer experience audit scaled

Step 1: Discovery Workshop

Our journey begins with a comprehensive Discovery Workshop. This pivotal first step allows us to dive deep into your customer experience, understand the objectives for your website, explore your product roadmap, and evaluate performance to date. This phase is about uncovering your unique goals and challenges to set the stage for a transformative audit process.

Step 2: Full Conversion Optimisation Audit

Our Full Conversion Optimisation Audit is a meticulous process, designed to scrutinise every element that contributes to your site’s performance. There are a number of areas that we look at including the below:


  • Technical Audit: We assess the technical infrastructure of your website to ensure it’s built on a solid foundation, primed for optimal performance
  • Google Analytics Audit: Data is the language of progress. We analyse your analytics setup to confirm that every click, every action, and every conversion is tracked accurately, offering a clear view of user behaviour.
  • Performance Review: We examine your current performance metrics and KPIs, identifying strengths to build upon and areas ripe for improvement.
  • Heuristic Usability Audit: Your website’s user-friendliness is paramount. We conduct a heuristic evaluation of key site areas and user journeys, ensuring that your customer’s path to purchase is as intuitive as it is enjoyable.
  • Information Architecture (IA) Review: The structure of your site information is critical for discoverability and user experience. Our IA review ensures your content hierarchy serves users’ needs seamlessly.
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Customer Support

Step 3: Competitor Assessment & Advanced Analysis

Knowledge is power, and understanding your market position is vital. We carry out a Competitor Assessment to gauge where you stand in your industry.

Through heatmap and user Video analysis, we unlock insights into user behaviour, preferences, and pain points.

Step 4: Document Findings & Develop a Roadmap to Success

Upon completion of the audit, you’ll receive a Customer Experience Report packed with insights and actionable recommendations. Plus, a prioritised roadmap will equip you with a strategic plan, detailing initiatives that promise to boost your online presence, sales and profitability, ensuring every effort is an investment in your business’s future.

Resourcing Support

Optimise Your Ecommerce Experience Today

Ready to transform your ecommerce experience? Our Customer Experience Audit is more than a service—it’s your pathway to unparalleled online success. Contact us to schedule your audit and embark on the journey to ecommerce excellence.

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