logo
Southpaw Insights
  • About Southpaw
    • Our Team
    • Diversity & Inclusion
    • What We Believe
    • What Clients Say
  • Case Studies
  • Our Work
  • Blog
  • LinkedIn
  • Contact Us
Home Case Study: E-Commerce

Tracking Website Usage and Perceptions Over Time

a package passed between two people
  • Challenge
  • Approach
  • Result

Challenge

Our 2019 study exploring the shopper experience on an  e-commerce site revealed a number of stumbling blocks for users. After updating their site in response to this feedback, the company wanted to see how the shopper experience had changed on the updated site.

Approach

Southpaw Insights replicated our 2019 survey to look at  wave over wave comparisons, and added new lines of questioning specific to aspects of the user experience that had been changed. In collaboration with the client’s internal communications team, we sent the survey to customers who had recently made an online purchase.

Result

The survey results from 2021 showed improvements in the shopping experience. Shoppers described  the website more positively than they had  in 2019, and there was a significant increase in brand promoters. Overall, the website changes were positive, though site users continued to point out persistent issues with the company’s customer service.

More Case Studies

Case Study: Health Communications
Health & Wellness
Case Study: Health Communications
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Retail
Retail
Case Study: Retail
More
Boy (4yrs) looking out of car window
Retail
Case Study: User Experience
More
Case Study: Health and Wellness
Health & Wellness
Case Study: Health and Wellness
More
Case Study: Health OTC
Health & Wellness
Case Study: Health OTC
More
Case Study: Environmental Issues
Environmental
Case Study: Environmental Issues
More
Case Study: Brand Communications
Branding
Case Study: Brand Communications
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Family Dining and Entertainment
Entertainment
Case Study: Family Dining and Entertainment
More
Case Study: Healthcare Brand Perceptions
Health & Wellness
Case Study: Healthcare Brand Perceptions
More
Case Study: E-Commerce
Retail
Case Study: E-Commerce
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: User Experience
Retail
Case Study: User Experience
More
Case Study: Health & Wellness
Health & Wellness
Case Study: Health & Wellness
More
Case Study: Professional Association
Professional Association
Case Study: Professional Association
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: E-Commerce
Retail
Case Study: E-Commerce
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: User Experience
Retail
Case Study: User Experience
More
Case Study: Media
Media & Advertising
Case Study: Media
More
Assortment of authentic fresh baked New York style bagels with s
CPG
Case Study: CPG
More
Case Study: Specialized Medical Advertising
Media & Advertising
Case Study: Specialized Medical Advertising
More
Closeup of a woman applying a lip balm on her lip
Beauty
Case Study: Inclusivity in Beauty
More
Case Study: Higher Education
Higher Education
Case Study: Higher Education
More
Case Study: Women’s Health
Health & Wellness
Case Study: Women’s Health
More
Asian doctor talking the patient at clinic while using the tablet explaining the patient condition and the treatment result.
Health & Wellness
Case Study: Health & Wellness
More
medicine. multinational people - doctor, nurse and surgeon. a group of faceless doctors. medical advertisement design. background wide promotional banner
Health & Wellness
Case Study: Pharmaceutical
More
Case Study: Automotive/Branding
Automotive
Case Study: Automotive/Branding
More
Case Study: Pet Supplies
Product Development
Case Study: Pet Supplies
More
Happy young two black women lying down in the couch watching tv
Media & Advertising
Case Study: Media
More
Case Study: Health Communications
Health & Wellness
Case Study: Health Communications
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Retail
Retail
Case Study: Retail
More
Boy (4yrs) looking out of car window
Retail
Case Study: User Experience
More
Case Study: Health and Wellness
Health & Wellness
Case Study: Health and Wellness
More
Case Study: Health OTC
Health & Wellness
Case Study: Health OTC
More
Case Study: Environmental Issues
Environmental
Case Study: Environmental Issues
More
Case Study: Brand Communications
Branding
Case Study: Brand Communications
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Family Dining and Entertainment
Entertainment
Case Study: Family Dining and Entertainment
More
Case Study: Healthcare Brand Perceptions
Health & Wellness
Case Study: Healthcare Brand Perceptions
More
Case Study: E-Commerce
Retail
Case Study: E-Commerce
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: User Experience
Retail
Case Study: User Experience
More
Case Study: Health & Wellness
Health & Wellness
Case Study: Health & Wellness
More
Case Study: Professional Association
Professional Association
Case Study: Professional Association
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: E-Commerce
Retail
Case Study: E-Commerce
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: User Experience
Retail
Case Study: User Experience
More
Case Study: Media
Media & Advertising
Case Study: Media
More
Assortment of authentic fresh baked New York style bagels with s
CPG
Case Study: CPG
More
Case Study: Specialized Medical Advertising
Media & Advertising
Case Study: Specialized Medical Advertising
More
Closeup of a woman applying a lip balm on her lip
Beauty
Case Study: Inclusivity in Beauty
More
Case Study: Higher Education
Higher Education
Case Study: Higher Education
More
Case Study: Women’s Health
Health & Wellness
Case Study: Women’s Health
More
Asian doctor talking the patient at clinic while using the tablet explaining the patient condition and the treatment result.
Health & Wellness
Case Study: Health & Wellness
More
medicine. multinational people - doctor, nurse and surgeon. a group of faceless doctors. medical advertisement design. background wide promotional banner
Health & Wellness
Case Study: Pharmaceutical
More
Case Study: Automotive/Branding
Automotive
Case Study: Automotive/Branding
More
Case Study: Pet Supplies
Product Development
Case Study: Pet Supplies
More
Happy young two black women lying down in the couch watching tv
Media & Advertising
Case Study: Media
More
Case Study: Health Communications
Health & Wellness
Case Study: Health Communications
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Retail
Retail
Case Study: Retail
More
Boy (4yrs) looking out of car window
Retail
Case Study: User Experience
More
Case Study: Health and Wellness
Health & Wellness
Case Study: Health and Wellness
More
Case Study: Health OTC
Health & Wellness
Case Study: Health OTC
More
Case Study: Environmental Issues
Environmental
Case Study: Environmental Issues
More
Case Study: Brand Communications
Branding
Case Study: Brand Communications
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Family Dining and Entertainment
Entertainment
Case Study: Family Dining and Entertainment
More
Case Study: Healthcare Brand Perceptions
Health & Wellness
Case Study: Healthcare Brand Perceptions
More
Case Study: E-Commerce
Retail
Case Study: E-Commerce
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: User Experience
Retail
Case Study: User Experience
More
Case Study: Health & Wellness
Health & Wellness
Case Study: Health & Wellness
More
Case Study: Professional Association
Professional Association
Case Study: Professional Association
More
Case Study: Retail
Retail
Case Study: Retail
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: E-Commerce
Retail
Case Study: E-Commerce
More
Case Study: Central Location Test
Food & Beverage
Case Study: Central Location Test
More
Case Study: User Experience
Retail
Case Study: User Experience
More
Case Study: Media
Media & Advertising
Case Study: Media
More
Assortment of authentic fresh baked New York style bagels with s
CPG
Case Study: CPG
More
Case Study: Specialized Medical Advertising
Media & Advertising
Case Study: Specialized Medical Advertising
More
Closeup of a woman applying a lip balm on her lip
Beauty
Case Study: Inclusivity in Beauty
More
Case Study: Higher Education
Higher Education
Case Study: Higher Education
More
Case Study: Women’s Health
Health & Wellness
Case Study: Women’s Health
More
Asian doctor talking the patient at clinic while using the tablet explaining the patient condition and the treatment result.
Health & Wellness
Case Study: Health & Wellness
More
medicine. multinational people - doctor, nurse and surgeon. a group of faceless doctors. medical advertisement design. background wide promotional banner
Health & Wellness
Case Study: Pharmaceutical
More
Case Study: Automotive/Branding
Automotive
Case Study: Automotive/Branding
More
Case Study: Pet Supplies
Product Development
Case Study: Pet Supplies
More
Happy young two black women lying down in the couch watching tv
Media & Advertising
Case Study: Media
More

WANT TO HEAR MORE? GET IN TOUCH

logo
All content copyright 2014-2022, Southpaw Insights. Reuse or reprinting of anything on this site is prohibited without written permission. Portrait photography by Kari Otero Photography.
logo