Case Study: Kimberly-Clark Achieves 20% Sales Lift with Rival Technologies

How Kimberly-Clark used Rival to optimize e-commerce conversion and drive 20% sales lift

Kimberly-Clark, a global consumer goods manufacturer, needed to understand why sales of its personal care products were underperforming online compared with adjacent categories at a major retailer. Working with Rival Technologies and its conversational mobile research platform, the company set out to uncover the emotional and practical barriers preventing shoppers from buying feminine hygiene and incontinence products through click-and-collect and other e-commerce channels.

Rival Technologies ran a three-phase study combining quantitative analysis, mobile recontact, immersive diaries, projective techniques, and in-depth video interviews to pinpoint UX, UI, search, and path-to-purchase issues. Kimberly-Clark used the insights to recommend website and app improvements to its retail partner, and after implementation those changes contributed to a 20% lift in brand and category sales.

Kimberly-Clark