Issue: Encouraging tradesman to shop online, keeping in mind they could have different prices and delivery options depending on agreements with their branch
Hypothesis: Not clear users can get the same prices online that they get in the branch, cross channel experience could be improved
Method: User testing of the current experience to identify pain points, with registered tradesmen that have and haven't shopped online before
Findings: Most participants didn’t know they could link their offline account to get the branch discount, including users that had shopped online before
Takeaways: Tradesmen require a very seamless online and offline experience to be encouraged to shop online, a more prominent link to the offline account on the website as well as in-branch promotion of the online shop is important
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