This customer story was originally published on Hotjar.com and reflects the customer’s experience with its product offering. Following Hotjar's integration under the Contentsquare legal group, this customer story has been migrated to this site [Contentsquare.com] as part of our unified content experience.
300%
increase in client's conversion rate
The challenge
With multiple fields and filters, The Transport Library’s search bar was too complicated for its older user base
Users struggled to distinguish between products they’d already viewed and those they hadn’t seen yet, resulting in hours of aimless scrolling
Many users added products to their carts, but abandoned them before checkout
The solution
1. Building a simplified, streamlined search bar
Tomasz used Session Replay to confirm his hypothesis that The Transport Library’s site visitors struggled to find what they needed with its current search bar. The NerdCow team simplified the website’s search functionality by removing unnecessary fields, improving overall user experience (UX).
I watch session replays like Netflix. They show me things I would never think about, and I use them for inspiration on how to improve a website’s interface.
2. Adding an ‘Uploaded’ badge to newly listed products
Session Replays revealed several people scrolling through the site’s product database for hours without clicking into any products. To find out why so few visitors clicked through to product pages, Tomasz set up an exit-intent survey to ask them directly.
Results revealed that users struggled to find listings they hadn’t seen before—they couldn’t remember which they’d already viewed (and which they hadn’t) in The Transport Library’s massive database of 140,000+ images.
NerdCow added an ‘Uploaded’ badge to products released within the past week and an additional tag showing users which products they had already viewed.
3. Setting up an abandoned cart email sequence
Recordings revealed another issue: while NerdCow’s website optimizations meant significantly more users added products to their carts, many still weren’t going through with their purchases. Tomasz launched another survey to find out why. The answer? They forgot.
NerdCow set up an abandoned cart sequence to email people who didn’t finish checking out and added a reminder to the website, so returning visitors would be alerted to items still in their cart.