Case Study: ClickMechanic achieves 50% conversion growth with WhatUsersDo

ClickMechanic - Customer Case Study

ClickMechanic, an online service that lets customers get a quote and book a car repair, wanted to update the look of its old website, remove problems that were hurting conversion, and increase online sales. It also needed to understand customer concerns about choosing a mechanic, booking a mechanic online, and using the service at all.

WhatUsersDo ran remote UX tests that recorded how people behaved and what they said while using the ClickMechanic site. The tests uncovered 16 major issues, and the resulting changes helped increase conversion by 50%, from an average of 1.6% to a peak of 2.4%, while call centre volume fell 14.2%, from 1,400 in April 2015 to 1,200 in July, despite higher site traffic.

ClickMechanic

Andrew Jervis

Co-founder