Case Study: River Island boosts conversions with Medallia Digital Experience Analytics

Optimizing error messaging and increasing conversions on product pages

River Island, a London-based fashion retailer, aimed to increase conversions on its product pages. The challenge was that visitors were abandoning purchases after encountering a harsh error message when they forgot to select a product size. The company used the Medallia Digital Experience Analytics (Decibel) platform to analyze this customer experience issue.

Using Medallia Digital Experience Analytics' session replay and heatmap tools, the River Island team identified the problematic user behavior. They then implemented and tested a new, calmer error message variant. This solution from Medallia Digital Experience Analytics led to a 6.49% increase in the purchase conversion rate for users who saw the error and delivered a 23.85% return on investment.

River Island

James Mitchell

Optimisation Manager