Expert Evaluation - Symantec Shopsymantec.co.uk

Symantec were experiencing poor sales and high customer support issues with their software download websites. Frontend were commissioned to conduct an expert evaluation of Symantec's UK website to understand why.

We did a complete analysis of all web logs and site traffic in order to identify key problem areas and to benchmark the shopping cart performance against other industry norms.

Frontend identified several usability issues that obstructed the purchasing process and were having a significant impact on site revenues. Frontend provided Symantec with redesign recommendations and a cost-benefit analysis report.

The analysis identified a higher than normal abandon rate from shopping process (82% compared to 75%) and the expert evaluation established the reasons why. The cost benefit addressing the issues estimated a revenue increase of GBP 0.5 million per year.

The estimated revenue returns were surpassed within the first year of implementation.