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

Major Tire Retailer

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

Challenge

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.

Approach

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

Solution

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.

Major Tire Retailer