The goalVisibility doesn’t always mean usability
A fast-growing browser-based shopping extension had built solid momentum across markets. Users were signing up, installs were on the rise, and partnerships were expanding. On paper, it looked like a success. But the numbers told a more complicated story. Conversions were falling short, the competitive landscape was unknown, and cashback offers and coupon prompts were being seen, but not used. In some regions, users exited before completing even the most basic deal journeys.
Behind these numbers was a deeper challenge, an experience that didn’t always translate across geographies, and the lack of competitive landscape analysis. Product flows built for one market struggled in another. Offers lacked relevance. Key UX interactions felt unintuitive. Despite a technically sound product, the team didn’t have a clear view into where users were dropping off—or why.
They needed to move beyond surface-level metrics and into the heart of user behavior. That’s when they partnered with Netscribes.
Making sense of every scroll, pause, and bounce
Netscribes collaborated closely with the client’s product and design teams to trace the journey, right from the first interaction to the final click. We launched a multi-market experience study to uncover what was really happening behind user decisions and understand the competitive landscape.
Our researchers audited how shoppers engaged with the extension across regions, browsers, and retail platforms. We spoke with real users to understand their context, expectations, and frustrations. The goal was to also explore why some users responded well to cashback offers while others ignored them entirely. We tracked the friction points in search journeys, deal discovery, and coupon redemption. And we dug into how regional differences like cultural, behavioral, and economic, shaped what users expected from their shopping experience.
In parallel, we benchmarked leading competitors to understand how they approached personalization, offer timing, and UI flow. The complete dissection of the competitive landscape revealed exactly where the client’s platform could differentiate and where it needed to catch up.
Read more: How Netscribes drove conversions with real-time personalization
From friction to flow, what changed
With a clearer understanding of user behavior, competitive landscape and regional expectations, the client took focused action. They didn’t overhaul the product, they fine-tuned the experience in ways that mattered.
Search journeys were redesigned to surface relevant deals faster. Cashback prompts were made more intuitive. Messaging was localized to resonate with regional shopping behaviors. And the overall flow, from first interaction to final conversion, was tightened to remove unnecessary steps.
- Conversions started to climb.
- Retention among international users improved.
- Deal engagement rates, especially in high-growth retail categories, saw a noticeable uptick.
Product and growth teams now had a roadmap they could act on, backed by real user insights, not assumptions. What started as a CX audit turned into a scalable framework for global experience optimization. One that helped turn passive users into active, returning customers.
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