Customer journey review
Review how people find products, compare options and decide whether to buy. Look for unclear information, unnecessary steps and points where the experience loses consistency.
Ecommerce UX, CRO & Customer Research Consultant
Make it easier to choose. Easier to buy.
UX, customer research and conversion rate optimisation consulting for brands that want to understand the website experience and improve the journey from discovery to checkout.
Discuss your brand’s goals ↗Based on the Gold Coast, Australia. Working with brands remotely.
What we can work on
Start with the problem.
Choose the work that helps.
The scope depends on your brand, the information available and the priorities we agree on.
Research and evidence
Use available customer feedback, support questions, analytics and behaviour data to understand what may be getting in the way. Separate observations from assumptions before recommending changes.
Product pages and offers
Review navigation, product information, merchandising, sizing or selection guidance, and the presentation of offers. Prioritise the information customers need to make a confident decision.
Measurement and testing
Agree on what a successful change would look like. Use experiments where traffic and measurement make them practical, and explain the limits of before-and-after comparisons when controlled testing is not possible.
How we start
A clear brief.
A useful next step.
We start with the business problem and the parts of the customer journey most likely to affect it. I help turn research and data into a prioritised list of improvements, then work with the team responsible for implementation.
A clearer view of customer friction, a practical improvement backlog and a sensible plan for measuring the changes.
My experience includes leading Ecommerce & Growth at Stone.kin across Australia and the US. The work on this site shows that in-house experience, with the team contribution and measurement limits explained.
Read the peak-trading case study →Your brand’s next step
What do you want
to improve?
Tell me about your brand, your goals and what is getting in the way. We can discuss the scope and decide whether I am the right person to help.
Discuss your growth goals ↗hello@marcossilvaecommerce.com
Results depend on the business, market and execution. No revenue or advertising outcome is guaranteed.
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