This project focuses on improving the usability, performance, and customer support of an e-commerce platform to enhance user engagement, retention, and overall platform efficiency.

Timeline: 6 months

To improve user experience by enhancing website navigation, search functionality, and the checkout process.

Optimize platform performance and enhance customer support.

The product roadmap spans six months, structured into 12 bi-weekly sprints, categorized into three stages:

This is where user research is conducted and support tickets are analyzed to identify the crucial pain points. At this stage, we find ways to redesign navigation and enhance search functionality for better usability. And as we know that a product success is determined if the checkout process is completed and so the checkout process is streamlined to minimize cart abandonment.

This level is to evaluate usability improvements by conducting A/B testing. Here, we fix critical bugs and optimize mobile responsiveness. Personalized product recommendation is also introduced to boost user engagement.

Here, we upgrade backend infrastructure to handle increased traffic, introduce a chatbot, live chat, and an improved FAQ section for customer support. KPI tracking tools are also implemented to measure success and guide future enhancements. To complete this stage is to plan for future developments based on the data driven insights.

Repeat Visitor Rate: This measures the percentage of returning users.

Average Session Duration: Track time spent on product and category pages.

Click-Through Rate on Recommendations: Monitors interaction with personalized product suggestions.

Product Page Conversion Rate: Measure the percentage of users adding items to the cart.

Cart-to-Checkout Conversion Rate: Percentage of users proceeding to checkout.

First Response Time: Measures the average response time to customer inquiries.

Customer Satisfaction Score: Captures customer feedback on their shopping experience.

Ticket Resolution Time: Tracks the time taken to resolve customer issues.

To effectively measure progress, the following tools will be used:

Google Analytics: Monitors user behavior, conversion rates, and session durations.

Mixpanel: Analyzes user interactions, retention trends, and A/B test results.

Hotjar: Provides heatmaps and session recordings to identify usability issues.

This project is designed to improve the e-commerce platform’s performance, enhance user experience, and streamline customer support operations. By following a structured roadmap and leveraging data-driven insights, the platform is expected to achieve higher engagement, increased conversions, and improved customer satisfaction.