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COMMERCE OPTIMIZATION
Customer Experience Analysis

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Is your online store ready to face high
customer expectations?
87% 62% 44%
C O N V E R S I O N R E T E N T I O N A C Q U I S I T I O N
If a visitor to your
website has a
successful user
experience they are
87% more likely to
buy from you
62% of customers
base future
purchases on past
experiences
44% of online
shoppers tell a
friend about a bad
online experience
Studies show customer experiences influence all of your KPIs:
However, 97% of sites fail to achieve an optimal user
experience

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OSF Commerce Optimization Experts
help you…
+
PROVIDE
SHOPPING
EXPERIENCE
Provide a simple
and seamless
shopping
experience
INCREASE
ECOMMERCE
CONVERSION
rates and
revenue with a
high return on
investment
$
INCREASE
USABILITY
and be intuitive,
functional and
consistent, so
users can buy
with minimal
effort
IDENTIFY
BARRIERS
Identify user
conversion
barriers and
improve the
customer
experience.
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ANALYZE
Customer Experience
and identify conversion
barriers based on digital
analytics data.
PROPOSE & IMPLEMENT
Optimization
Recommendations to
increase conversion rates.
MEASURE
Results after
Implementation
and provide ongoing
consulting services.
OSF’s 3-Step Solution for High ROI
Get a higher return on
your investment in
optimization
development with our
STEP I
STEP II
STEP III
3-STEP
OPTIMIZATION
SOLUTION

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Homepage
Site Search
Experience
Category
Pages
Product
Detail Page
Shopping Cart
& Checkout
Customer Experience Analysis Content
We review the main pages a customer visits during the shopping journey
to identify and propose enhancements for UX & UI, navigation, usability
and merchandising in order to increase conversion rates for long-term
results.
Welcome
Search
Your Cart
Details
Category
a b c
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We explore elements of your Homepage that can drive visitors
forward in their journey and answer some of the questions that pull
down conversion rates:
Are your visitors making it
through the front door?
Welcome
HOMEPAGE1
 Is your homepage digestible in 5 seconds?
 Does your header encourage easy navigation?
 Are your primary Call to Actions highly noticeable?
 Is your homepage content fit for any type of visitor?
 Does your footer offer all the information a customer might need?
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Search
Our specialists analyze the customer’s site search experience to
identify possible barriers to purchase.
Customers can’t buy what they
don’t find!
SITE SEARCH EXPERIENCE2
 Does the search bar encourage usage or overlooking?
 Are autocomplete and recommendations part of your
search strategy?
 Are the search refinement & sorting options everything
a customer needs, or too much?
 Can your visitors easily recover from the “no results” page?
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Optimize for customer
usability.
CATEGORY PAGES3
We take an expert look at your category pages and find improvement
points that guide customers to purchases
 Do you offer layouts suitable for your customers’
navigational needs?
 Are you offering the right filter and sorting options?
 Is “quick view” the right choice for your customer
experience?
 What are the pros and cons of infinite scrolling & pagination?
Category
a b c
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Meeting all customer
expectations.
PRODUCT DETAIL PAGE4
Details
Our analysts identify key components allowing customers a spectrum
of ways to experience the products.
 Do you deliver rich-feature & detail orientated product pages?
 Are your primary Calls To Action in the right place with the
right format?
 Is your cross sell and up sell recommendations algorithm
raising AOV?
 Can the customer easily find decision-making information like
contact, warranty, returns, payments and shipping?
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Increase revenue and funnel conversion
rate by optimizing the checkout process.
SHOPPING CART & CHECKOUT5
Your Cart
We’ll help you identify the factors leading to abandoned shopping
carts and help you improve funnel conversion rates to capitalize on
potential lost revenue.
 Where and why are your visitors abandoning?
 How can you prevent shopping cart abandonment?
 How can you recover abandoned carts and convert to
sales?
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Google Analytics
Tools of the Analysis
About the tool:
See how visitors found
your site, what pages they
visited, how long they
stayed on your site and
many other facts and
figures.
We can help:
OSF Digital Experts
interpret your Google
Analytics Reports and make
recommendations to
improve the customer
experience.
About the tool:
Crazy Egg gives you an
understanding of how
your visitors engage your
website with the help of
heat map and scroll map
reports.
We can help:
OSF Customer Experience
Specialists run the reports
for the most important
pages in the customer
journey and offer analyses
of the user behavior.
Crazy Egg
About the tool:
Setting up a user testing
campaign will help you
understand the views of
visitors and why they
leave the site without
making a transaction.
We can help:
OSF Customer Experience
Specialists create the
research questions,
establish target and analyze
video interviews.
User Testing

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OSF estimates and implements the technical specifications of the Customer
Experience Analysis recommendations in a time- and cost-efficient approach.
Define Analysis
Technical
Specifications
Implement
Back-End &
Front-End
Components
Estimate
Workload &
Cost
Ongoing
Optimization &
Reporting
Release
& Testing
Production Support
$

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Increase
online store
performance
Get a real view of
your monthly
progress
Prioritize ongoing
optimization
projects
On demand, we provide monthly packages of reports and health checks based
on Google Analytics Insights to help you:
The Analytics Reports are set up according
to your objectives & KPIs and include
relevant data concerning:
 Audience
 Acquisition
 Behavior
 Conversions
Ongoing Consulting Services

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