The Big City

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• We identify where your website is leaking money and where the biggest sources of gains hide.
• We create optimized treatments-design, copy & structure improvements, based on the data received. 
  
• We run extensive, iterative tests to figure out which optimized treatments work for your site.

This is what the process usually looks like:
Research goals:

• Understand your audience: learn who they are, what they want, why and how they consume through demographic, emotional trigger, habit, and user research.
• Understand your current website and business: learn what’s going on, where are the leaks and problem areas, and how people are currently using your site.

Besides speaking with you and learning all we can about your business, the following tasks take place during our research:

• Heuristic analysis of your website to identify “areas of interest”
• Full data analysis to fully understand what’s going on with your website
• Mouse tracking data analysis to track mouse cursor movements, clicks, and scrolling on each of your pages to identify what features get attention and what doesn’t.
• User session replay videos to analyze how actual visitors interact with your site
• Qualitative research:
  • Online customer survey set up with recent first-time buyers to understand who they are, why they buy, and how they buy
  • On-web and exit surveys set up on key pages in your sales funnel to figure out why people didn’t take action (buy, sign up, etc)
  • Customer service reps interviews and live chat transcripts analysis
  • If needed, customer phone interviews
  • User testing with people who match your ideal customer profile to discover any and all friction points on your current site—and to see what’s working
• Competitive analysis to see how you stack up against the competition to understand your prospects’ choices
• Sales funnel analysis to analyze all of the functions you use to drive sales (lead magnets, email content, drip email campaigns, advertisement messages, one-time offers) and making suggestions for improvements
• Personalization and cart abandonment analysis

By the time we’re done with our data collection, we will have an accurate description of your customer and how they use your website.