Software development agencies
Differentiation through storytelling: Helping software agencies break free from the pack
ELKO — Consumer electronics e‑commerce
Guiding and empowering e‑commerce shoppers through big‑ticket purchases
Buying items like washing machines, coffee makers, or laptops online has become second nature. People often know what they need, which features matter, and which brands they trust. While e-commerce empowers independent decision-making, there are moments when expert guidance and reassurance would make the experience better.
Many e-commerce retailers still struggle to deliver exceptional customer experience in three key scenarios:
- Urgent replacements: When essential devices like phones or laptops break and quick decisions are needed.
- Buying gifts: Choosing, for example, the best coffee machine within a budget can feel overwhelming.
- Home appliance purchases: Outfitting a new home or replacing broken items isn’t something most people do regularly.
Even for these high-consideration purchases, ELKO customers appreciate clear, supportive guidance that avoids overwhelming them while ensuring fair value. And how do we know that? We asked them!
Understand the most common use cases and circumstances
Our ProductOpportunity Insights™ research methodology helped us identify and understand the underserved needs of customers buying high-consideration consumer electronics
Identify key user experiences where your e-commerce falls short
We spoke with customers to understand their decision criteria and pain points when buying consumer electronics
Quickly mock up new and improved flows
We combined interview insights with e‑commerce best practices to design new user flows, prioritize them with the ELKO dev team, and prototype key improvements
Validate with users
We performed usability tests to ensure a smooth shopping experience
Guide customers toward the ideal product
Category landing pages provide an overview of the product range, showcase best-selling and promoted items, and offer helpful guides to educate buyers, helping them choose the best product for their needs. The website's search should also support users in discovering these pages
Allow customers to compare
Users are unsure of the trade-offs when choosing a less expensive product, so they compare it with the best in the category. To help them get the best value, provide a visible comparison feature on the product page for quicker, informed decisions
Use technology to drive conversions
For certain appliances, users want to see them in person first to check how they fit with their home's aesthetics (like the kitchen) or to evaluate the materials (e.g., stainless steel vs. plastic). Offer a 3D product view to give customers the confidence to shop without visiting a physical store
Build expertise and gain customer trust
Product guides and original content help users make informed decisions and prevent them from asking around, watching endless YouTube reviews, or turning to competitors. Don't forget to optimize them for search engines so they bring you more inbound traffic
Remember what they browsed recently
Users often visit the store multiple times before making a purchase, as it's a high-consideration decision. Ensure your e‑commerce site remembers their recently viewed items, just like a sales associate would greet them and recall their interests when they return
QUOTE
“Resonate demonstrated a remarkable ability to deeply understand both our business needs and the needs of our customers. Their professionalism, thoughtful approach, and attention to detail made them an absolute pleasure to work with.”
Thorkell Thordarson, Specialist in digital development
ELKO
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