Case Study: Lovehoney achieves 115% revenue growth with WhatUsersDo

Lovehoney - Customer Case Study

Lovehoney, the sexual happiness people and the UK’s largest online sex toy retailer, faced a challenge after heavy TV advertising drove a surge in mobile traffic that Matt Curry, Head of eCommerce, feared would underperform in conversion. Lovehoney engaged WhatUsersDo to run remote UX testing—including competitor benchmarking, full online journey and multi-device tests—to identify real customer pain points before proposing changes.

WhatUsersDo’s insights were validated with A/B and multivariate tests and informed targeted fixes such as a delivery countdown, improved mobile photo navigation, surfacing reviews earlier and a checkout overhaul. Those changes increased conversion by about 24.5% and lifted overall revenue by roughly 115% (despite a 60% jump in mobile traffic), while also revealing actionable UX learnings (e.g., only 18% of visitors scrolled to product descriptions).

Lovehoney

Matt Curry

Head of eCommerce