The client sought to understand how customer behavior influences the eshop's performance. Our goal was to create a new eshop interface concept and a business case to improve the bottom line. KPIs included reducing abandonment rates, increasing conversions on key products and services, and boosting upsell and cross-sell.

We used a mixed methodology to address current issues and identify future trends for additional business. This included customer research to map barriers and motivations, data analysis of customer behavior, trend interviews with industry leaders, and future customer journey mapping.

The discovery phase culminated in an ideation session that produced the new eshop concept, which guided further development. In the delivery phase, we documented essential components like digital sales strategy, loyalty management, authentication, anti-fraud mechanisms, and hardware sales patterns.