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Retail / eCommerce

Walmart + UserTesting

How Walmart.ca increased on-site conversions by tailoring experiences to customer needs
UserTesting | Customer Page DownArrow
About Walmart

Walmart Canada is the Canadian division of Walmart. As of January 2020, Walmart Canada's total count is 408 stores, including 343 supercentres and 65 discount stores.

Walmart Achieved
13%
Increase in revenue from mobile purchases
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Renewed focus on customer experience
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Improved resource allocation

Challenge

Testing program was succeeding at lifting site conversion rates, but lacked alignment toward desired customer experience and loyalty goals.

Solution

Qualitative customer feedback to focus teams on the most impactful digital improvements.

Results

Streamlined decision-making, making site improvements based on customer preferences that yield more conversions and higher revenue.
Travers Korobanik
Travers Korobanik Associate Manager, Experimentation & Research
“We had to figure out the ‘why’ before we could get to the ‘how.’ Understanding ‘why’ became our goal…. When we couldn’t ask ‘why’ anymore, we felt like we were getting closer to the answer.”