Case Study: Schuh achieves increased smartphone conversions with WhatUsersDo

Schuh - Customer Case Study

Schuh, the UK footwear retailer, needed to make its online shopping as intuitive on smartphones as in-store and to become more proactive at spotting digital issues. They engaged WhatUsersDo to run two rounds of smartphone user tests—recording mobile screens and participant audio on 3G—to uncover friction points (notably around the Store Stock Checker), search and navigation, and reasons for basket abandonment.

WhatUsersDo’s UX analysts reviewed the session videos and delivered targeted recommendations: clarify product reviews, better signpost category/search sorting, and streamline the Store Stock Checker and reservation flow. Schuh implemented changes (making reservation services more obvious) and saw an increase in conversions; the research also gave Schuh faster, proactive issue identification and deeper insight into smartphone shopper behaviour.

Schuh

Stuart Findlay

Online Development Manager