Whiskers N Paws require frequent content updates such as showcasing certain product categories during specific periods (e.g. outdoor products during the summer season). On the previous site, making these updates required developer/HTML knowledge.
Upgrading to Dawn Theme allowed WnP to make content customisations across the site (and not just the Homepage, following Shopify 2.0’s ‘sections everywhere’ update) easily and anyone on the team could make updates where relevant/necessary.
Historically, Whiskers N Paws’ customers would make repeat but small purchases, resulting in a low Average Order Value.
In conjunction with the revised Information Architecture, OD utilised Shopify's Product Recommendations to highlight relevant and complimentary products that "Pet Lovers Also Bought" to improve AOV.
Whiskers N Paws has a large array of products and customers were often faced with a daunting browsing experience. When OD studied the onsite data, this confirmed our fears that a significant number of sessions were not ending in conversion and ultimately customers were unable to find what they were looking for.
Detailed SEO keyword research and analytics enabled OD to redefine the information architecture to match the needs of Whiskers N Paws’ customers. From the Main Navigation, through to Collections, Product Tags/Product Data Structure and configuration of onsite Search and Filters.
Whiskers N Paws wanted to increase customer retention, a sense of community and ensure that clients were coming back, again and again, to fulfil their pet's needs, through both online purchases and physical services only available in-store.
We needed to architect a loyalty programme that encouraged repeat customers, on and offline, across products and services. Yotpo’s all-in-one reviews, referrals and loyalty solution allowed us to tackle both the needs of different customer segments, upsell complimentary products and services and foster a sense of community
#1 Improve Customer Journey
Reduced friction by simplifying the customer journey on the site through header and navigation improvements
Provided a clear product data structure that was conducive and easy for the customer to explore the various products and their variants.
Clear product data e.g. utilising product variants to reduce duplications and simplifying the user journey (e.g. previously product A blue/small and Product A blue/medium would have different pages. OD recommended to ensure that 1 product and its variants were showcased on 1 page)
Introduced breadcrumbs to reduce bounce rate and allow customers to trace their steps to previous pages easily. Also helped with SEO.
To improve the customer experience and to amplify SEO, we recommend including a “Questions and Answers” / “Reviews” feature to allow customers to ask questions about the product and for future customers to read the answers.
#2 Implement Opportunities for up-sell and cross-sell
#3 Stickiness to the site; bringing customers back to Whiskers N Paws