Intermarché Ecommerce

The context

With COVID, online sales skyrocketed for Intermarché. Changes in purchasing habits required to investigate how, when and where clients met issues in the Ecommerce conversion funnel. Explorative and evaluative approach had never been done, presenting an opportunity to demonstrate the value of user research.

First, we outlined a research ops strategy

In tandem with the UX Lead, we defined steps to implement new practices (people, processes & tools) at product scale. Our first goal was to bring proof of the impact a research approach, design principles and new methodologies can have for the business.

Then, we did a product wide
explorative & evaluative research

Through user interviews, user testing, surveys and workshops, we studied the needs, pain points and expectations of our clients, shedding light on the journey users go through from first contact to end goal.

And we created a research repository

In order to make the insights actionable for the product team, we built a database following atomic principles. We tagged multiple variables and segmented the data by macro and micro journeys, and wrote user statements, Jobs To Be Done and challenges to address.