Major Tire Retailer


Paving the Road to a Smoother Online Experience for a Tire Retailer

A major tire retailer, boasting approximately 500 outlets across the U.S., has earned a stellar reputation for its unparalleled customer service in traditional brick-and-mortar settings. Prior to visiting the stores, customers seek to peruse products and services, locate their nearest outlet and schedule appointments seamlessly. Despite a sterling in-person reputation, the company’s online experience was underperforming. Recognizing the importance of aligning experiences – offline and online – the company enlisted Material’s expertise to pinpoint obstacles and implement effective solutions.
  • Conducted UX/CX assessments to identify key points of friction, as well as customer product and knowledge gaps

  • Used learnings to reveal critical points that were negatively impacting appointment booking conversion rates, average order value and credit/financing application conversion rates

  • Leveraged insights into a prioritization workshop to co-create a roadmap for the most impactful opportunities

  • Designed updated interfaces to improve the overall shopping experience, increase conversion rates and generate growth

Material unearthed critical customer insights and usability enhancements through meticulous customer research and comprehensive UX/data evaluation. This informed the creation of an actionable product roadmap and a refined UX/UI design. Our distinctive approach, bridging insights, strategy and design, culminated in the development of five innovative design features, elevating the digital experience significantly. Initial testing of two key features anticipated a revenue boost of approximately $5.5 million over the span of 12 months, fostering a seamless digital journey for customers and bolstering conversion rates for the client.

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