Case Study: Major retail chain (groceries, home goods & electronics) achieves $10M annual incremental revenue and 5% checkout lift with SiteSpect

Major Retail Chain Selling Company - Customer Case Study

A major online retail chain selling groceries, home goods and electronics faced checkout friction when customers who forgot passwords were steered toward calling Member Services—the phone option was more prominent than the online "Forgot Password" flow, causing many callers to abandon purchases at a critical moment.

The optimization team ran three iterative A/B tests that progressively increased the visibility of the online password-reset option and de-emphasized the phone number; the winning variation was rolled to 100% of traffic via SiteSpect’s QuickChange and then baked into the next site release. Results: a 3.7% lift in successful password resets, a 5% lift in checkouts, a 4.4% in-visit GMV increase, and roughly $10 million in annual incremental revenue.