Case Study: Vitacost boosts conversions and customer experience with Quantum Metric

Vitacost achieves cross-functional collaboration to prioritize customers

Vitacost, the online health retailer, wanted a better way to prioritize customer-experience improvements and uncover the root causes of checkout friction. Before working with Quantum Metric, the team relied on a more manual prioritization process and lacked the deep visibility needed to diagnose issues quickly across product and development teams.

Using Quantum Metric’s real-time session replay and heat mapping, Vitacost was able to identify a checkout barrier affecting customers with saved credit cards who wanted to use a new payment method. Quantum Metric helped the team quantify the opportunity, prioritize the fix, and drive a 24% increase in conversions for that shopper segment, while also improving cross-functional alignment and ROI across the organization.

Vitacost

Guy Burgstahler

General Manager