Case Study: Lost My Name achieves stable book sales and faster, validated product launches with WhatUsersDo

Lost My Name - Customer Case Study

Lost My Name, led by Head of CRO Tom Waterfall, is a fast-growing eCommerce business that creates personalised children’s storybooks. Facing a major redesign of its story creation journey (the product-selection and checkout flow), the team needed to validate early designs to avoid harming conversions — so they used the WhatUsersDo remote UX testing platform to run iterative prototype tests across wireframes and low- and high-fidelity prototypes.

WhatUsersDo tested the complex personalisation flow and uncovered usability issues (for example, users confusing the child’s address with a delivery address), enabling Lost My Name to iterate before launch. As a result, Lost My Name maintained stable book sales with no drop after introducing the new journey, established a validated customisation process reusable for future books, saved time and money, and gained the confidence to roll out changes customer-centrically — all enabled by WhatUsersDo.

Lost My Name

Tom Waterfall

Head of CRO