Perform triage on the existing e-commerce platform, then move into problem-solving mode using qualitative and quantitative analytics.
2019 - 2020
Well-respected outdoor supplier Best Made Company had attempted to migrate to a new e-commerce platform. Sadly, immediately after the migration was complete, they found the website to be plagued with instability. The customer experience was non-intuitive and frustrating; back-end administration suffered from multiple “gaps” that forced Best Made staff to manually perform tasks that were time-consuming and ultimately expensive; and conversion rates and revenue from the website had plummeted.
Get the existing website fully operational so that sales figures could return to original levels. Then identify areas for continued improvement and implement using an iterative process.
Gamma Waves applied a five-step process to identify the cause of the problems and propose and implement solutions. That process included performing qualitative and quantitative analytics to identify problems and their causes; triaging the problems so as to address the most critical ones quickly; collaborating with Best Made staff to perform critical user experience improvements that would lead to success; and initiating and performing a continuous process of quality control checks during the e-commerce optimization process. To address front-end, customer-facing issues, Gamma Waves implemented a large series of quick UI changes where possible. Next, Gamma Waves collaborated with Best Made to completely redesign the product detail page, which was causing a lot of user confusion. This greatly improved the customer experience and the purchasing process. While front-end fixes were being addressed, Gamma Waves also tackled a variety of problems in the back-end, administrative experience. This included tackling multiple bugs and gaps in the admin experience and automating several features that admins had been forced to complete manually after the initial switch to the Spree platform. Gamma Waves also implemented the back-end support for seamless integration with Best Made’s accounting software, converting that process from non-operational to seamless. As the project with Best Made progressed, Gamma Waves followed a practice of continuous quality improvement, including establishing an expectation of test-driven development.