I worked with the Head of Marketing of the company to find out areas where we could further improve the customer experience. We created a map of the customer journey flow to help us identify and triangulate where along the journey users would encounter paint points based on their tasks.
Following that, a revamped sitemap with agreed changes in information architecture was then drawn up, so that all members of the team were aware of any content that needed to be added or moved based on prior analysis.
This proposed sitemap also included two major additions: A ‘For Businesses’ page, which would help to channel visits by B2B users looking to purchase in bulk amounts, and a FAQ/Support page, which would provide additional information about product usage, purchase and shipping info and health information, when working with ozone gas.
Other suggested additions included content that would increase customer conversion rates, such as testimonials, video reviews, company interviews and a loyalty/rewards program.