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"Since launching our new website, we've experienced a significant decrease in call center load and a remarkable increase in sales, exceeding all our expectations!"
— Walker K
Widespread.com (curently electrical.com), the biggest supplier of electrical equipment in the United States, confronted a significant challenge in improving their website's usability.
The company's primary goals were to enhance their website design for better user experience (UX Design) and user interface (UI Design), simplify synchronization with clients for products out of stock, and ensure clarity in product delivery across the United States. This transformation was crucial to meet the evolving needs of their customers and align with the best practices in service design.
Initially, Widespread.com's website was not effectively communicating the stock status and delivery details of their products. This inadequacy led to an overwhelmed call center, unable to manage the influx of client calls seeking clarification.
Additionally, the website’s dated and bland design failed to engage users, adversely impacting the user experience. The lack of clear information architecture and intuitive user flows contributed to the inefficiency and dissatisfaction among users.
Inefficient
lead handlingThe redesign addressed these core issues head-on. By implementing a user-centered design approach, Widespread.com revamped their website with a focus on clarity and ease of use. Significant improvements included:
Metrics post-redesign showed a substantial decrease in call center inquiries, a higher user engagement rate, and positive user feedback, indicating a successful overhaul in user experience design.
+87%
user satisfaction+41%
engagement rate
Conduct thorough discussions with the client to grasp their goals, challenges, and expectations.
Perform comprehensive user research to understand the target audience's behaviors, needs, and pain points.
Develop initial design concepts that address the identified user needs and align with the client's objectives.
Create detailed designs and interactive prototypes to visualize the proposed solution.
Conduct usability testing with real users to gather feedback and make necessary adjustments to the design.
Deliver the final product to the client, ensuring it meets their requirements and providing support for any future enhancements or issues.
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The transformation led to a huge spike in new client orders. The new, streamlined website processes have significantly contributed to business growth. Users now enjoy an enhanced product design and interaction design experience, finding required information seamlessly on the website. The overhaul has led to a reduced load on the call center and increased customer satisfaction. Incorporating UX design best practices, Widespread.com's website now stands as a testament to the power of effective digital design in enhancing user experience and meeting business objectives. This case study not only showcases a successful redesign but also serves as a guide for companies looking to leverage UX and UI design to improve their digital presence.
38%
less load on the call center300%
less calls to clarifty the stock status24%
more orders placed each day
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