Problem.

The world's largest online retailer launched a website with the domain ".pl" in 2021. The client wanted to see how visitors used the site and how they rated the purchase path - from choosing a product - to opening a package.

Solution.

With Mother's Day coming up, we checked what Poles' experiences are related to buying and giving gifts on this occasion. An important element, during a remotely moderated test session, was the purchase of a gift on our client's website and then describing experiences after the purchase and gift-giving in the form of a diary study and questionnaire.

By taking a comprehensive approach to the research and being able to test the entire user path, the client was able to discover what problems users of the Polish version of the website faced. This helped our client gain insight into their customers' needs and identify what needed to be fixed immediately and what could be developed and improved in the future. Immediate improvements were, for example, the choice of parcel machine or the view of the purchase confirmation after a BLIK payment. And to improve the customer experience - e.g. more aesthetic gift wrapping or the ability to choose on website how the gift should be wrapped.