Clients & Case Studies

Improving Navigation and Personalization for eCommerce

Challenge

One of the world’s largest web services providers needed to improve support and make it easier for users to find content. The organization was in the process of building a chatbot to identify appropriate content across multiple, siloed sources and realized they first needed an ontology to support query refinement and information retrieval processes.

Solution

Factor worked with the retailer to create a new product model to improve content findability, integration with the ERP, and product bundling.

OUTCOMES

  • Organization aligned around a consistent product model and navigation approach
  • On-site customer experience aligned with customer needs (easier to find the right product)
  • Increased flexibility to deliver targeted and personalized product recommendations

Discovery

Reviewed and evaluated user research, competitor and industry concepts, business goals and growth targets, and technology stack

Design & Model

Designed a product model and navigation scheme to be implemented across the site and in the back-end systems

Framework

Defined the process for the flexible delivery of products to different product categories, taking into account overlap in categories, gender, and activities

Build

Created a new product model and supporting taxonomies Worked with technology team to define integrations and implementation approach