Increasing conversion rate for a successful Asian Lingerie company struggling in their new venture in the western market place.
Cremesu
My role
User research, prototyping, UI design
Built a maintained a design system
Art direction and brand design
Results
Increase in retention rate
Improved cremesu.com conversion rate
First brick and mortar store opened in 2022
In a world where fraudulent online stores are common, ensuring your eCommerce store has quickly verifiable business information is key to success.
The main focus of this website was on multiple improvements to build trust in a foreign market place. Our customers needed to know that we were a reputable online lingerie merchant who wouldn't steal their credit card information and that what they ordered would actually arrive. The framework has to be simple but elegant enough to reflect the high level of craftsmanship that Creme Sú puts into each and every handcrafted garment.
Tools
Figma
Google Suite
Microsoft Office
Cremesu’s eCommerce site helps customers to choose ethically crafted lingerie from a brand they can trust. The website is focused around one key area - establishing trust in a foreign brand.
To redefine the architecture of the website, we asked our users to define what are some of the most important questions to answer when considering a new brand for their lingerie.
Those were shortlisted to top 3:
1. Can I trust this brand to be a legitimate seller that will not steal my credit card information?
2. Can I trust that the things are of high quality?
3. Can I trust that the products I order will arrive?
Our team conducted a thorough review process to select a website prototype that satisfies the primary concerns of safe payment processing, quality, and trustworthiness. We focused on prototypes that included thorough product descriptions, high-resolution pictures, product tracking, and user evaluations, as well as verifiable business information and secure payment channels.
Lo-fi Wireframes
Hi-fi Wireframes
A strong "About Us" page that discusses the company's history, mission, team members, and accomplishments can also help to humanize the brand and foster trust.
Transparent Contact Information and Order Tracking Pages
Transparency is a fundamental component of credibility. To establish this, we provided a clear and easily accessible "Order Tracking" page along with a "Contact Us" section that included physical locations, phone numbers, and email addresses. This reassures users that the site is run by a legitimate organization that is eager to handle any complaints or requests.
Highlighting International Press Coverage Spurred Dramatic Sales Growth
By showcasing our awards and previous features in international magazines, we experienced a significant surge in sales. This strategic shift sparked a substantial increase in consumer trust and our legitimacy as a company, and subsequently led to a drastic rise in sales.
Building on trust, we could provide additional value by adding customer testimonials and reviews
Hearing from real customers can have a significant effect on how a potential customer perceives a product or service. Testimonials, which are frequently accompanied by the customer's name, photo, or even a video, offer personal endorsements that users value.
Reviews, on the other hand, provide a more comprehensive view, allowing users to assess the overall contentment of the customer base. Positive reviews can promote confidence, whereas negative reviews, when addressed swiftly and effectively, can indicate a brand's dedication to customer satisfaction.
Security and Trust Badge Providers
Security is a critical component of website trustworthiness. Users need to know that their information is secure, especially while conducting online transactions.
We secured a trust badge provider, Norton Secured, for our website to display, informing users that the site is secure. These badges are more than simply cosmetic; they show that the website has undergone security assessments and follows best practices to protect user data.
