Success Stories

Revitalizing Retail – Transforming the E-Commerce Experience for a UK Beauty Giant

Revitalizing Retail – Transforming the E-Commerce Experience for a UK Beauty Giant

IHI transformed the retailer’s eCommerce experience with an AI-driven, mobile-optimized platform—boosting engagement, conversions, and revenue through seamless navigation, personalization, and performance optimization.

Overview

A leading UK-based beauty and health retailer sought to modernize its eCommerce platform, addressing key pain points in product discovery, checkout efficiency, and overall usability.

IHI led the end-to-end UX transformation, delivering a frictionless shopping experience that enhanced customer satisfaction, increased conversions, and solidified the retailer’s market leadership in the competitive beauty and health sector.

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Client

Sector

Retail & E-commerce

ProjectType

B2E

Services Provided

==The Challenge==

The retailer faced several challenges in its existing digital shopping experience:

  • Inefficient Product Discovery: Customers struggled with poor search functionality and complex navigation, leading to high bounce rates.
  • Checkout Friction & Cart Abandonment: The multi-step checkout process caused customer drop-offs, impacting revenue.
  • Outdated UX & Accessibility Issues: The interface was not mobile-optimized, limiting engagement and usability.
  • Limited Personalization & Engagement: The platform lacked AI-powered recommendations, reducing cross-sell and upsell opportunities.

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==The Solution==

IHI reimagined the retailer’s eCommerce platform, ensuring a seamless, customer-centric digital experience that enhanced engagement, optimized navigation, and accelerated the path to purchase.

Key Features Implemented:

  • AI-Powered Product Discovery – Introduced smart search, faceted filtering, and AI-driven recommendations to enhance findability.
  • One-Click Checkout Optimization – Streamlined the purchase process, reducing friction and increasing conversion rates.
  • Mobile-First UX Redesign – Ensured responsive design and touch-friendly interactions for seamless cross-device experiences.
  • Personalized Shopping Journeys – Implemented dynamic content and predictive analytics to tailor product recommendations.
  • Performance Optimization & Accessibility Enhancements – Improved load times, ADA compliance, and visual hierarchy for inclusivity.

User-Centric Approach

IHI leveraged research-driven insights and iterative design methodologies to ensure a best-in-class eCommerce experience.

  • Customer Journey Mapping & Behavior Analysis – Conducted extensive research to identify pain points and optimize conversion funnels.
  • Wireframing & High-Fidelity Prototyping – Developed interactive prototypes, validating improvements with user testing and A/B experimentation.‍
  • Personalized Engagement Strategy – Integrated data-driven recommendations to enhance user interaction and customer retention.

==The Outcome==

The revamped eCommerce platform delivered measurable impact in customer engagement, conversion rates, and revenue growth: 

  • 30% improvement in product findability, reducing bounce rates.
  • 22% increase in checkout completion, lowering cart abandonment.
  • 40% boost in mobile transactions, reinforcing cross-device accessibility and engagement.
  • 15% increase in average order value (AOV), driven by personalized product recommendations.‍
  • Faster page load times, improving SEO rankings and user retention.