Conversion optimisation & customer journey
Conversion optimisation for genuine user experiences
Too many visitors leave your website without converting. We show you where and why. With customer journey mapping, UX consulting and A/B testing, we measurably and sustainably increase your conversion rate.
Customer journey & conversion optimisation
The customer journey no longer begins on your website by a long way.
Anyone arriving on a product page today has often already half made their decision. The first touchpoints lie elsewhere: in an AI summary above the search results, in a chat history, or in a recommendation. Optimisation that only starts at the button comes too late for that part of the journey.
Two things follow from this. Findability is once again mandatory, and it can no longer be thought of separately from UX, because search systems essentially assess the same signals that also convince people: clarity, structure, substance. And interchangeable value propositions become a disadvantage. Language models summarise similar things, and in doing so exactly the difference that matters disappears.
That's why we work from the outside in. First understand how people and systems come across your offering. Then walk the path to the decision and find the points where users lose the thread. Then test, instead of guessing. The foundation remains solid customer journey mapping. User paths are visualised, requirements captured systematically, and target groups understood based on their actual behaviour, not an assumed ideal version.
References
Trust that moves brands.
From industry and retail to brands and public sector clients: customers for whom we've designed user journeys and improved digital experiences.
LET'S TALK!
You know visitors drop off. We show you where and why.
In the discovery call we look at your biggest drop-off points and derive initial levers from them. Data-driven, not gut feeling.
What I think is a really great development is that just six months ago, we were still building features for the shop based on gut feeling—because someone from Sales said they absolutely needed them. Now, we’ve shifted to a much more data-driven approach, using A/B testing to validate what actually works—and we’ve made that transition in a very short amount of time. So, honestly, it’s been pretty amazing.
Where we start
Our experts analyse target audiences, user paths and weak points. With customer journey mapping, UX consulting and A/B testing.
Customer perspective instead of gut feeling
Target group analyses, website analyses and benchmarking reveal where digital offerings really stand and where concrete optimisation potential lies.
Customer journey mapping
User needs are made visible: from information architecture to the interaction process, workflows emerge that lead reliably to conversion.
A/B testing and UX lab
Quantitative and qualitative testing methods, from A/B tests to usability tests in the integrated UX lab, demonstrably increase comprehensibility, acceptance and conversion rates.
Visibility as part of the journey
Being found is the first step. We don't think of SEO in isolation, but as part of the journey, now including the question of how AI overviews represent your content.
Seamless on every device
Many drop-offs don't happen at the concept stage but in the detail: on a device, in a browser, in a form. Cross-device tests on real end devices uncover them.
References
Results that convince.
Three example projects in which analysis turned into a measurably better journey.
Most conversion problems are not design problems. They are points where we ask something of users that we ourselves have never tried.
How the collaboration works
UX consulting isn't an isolated workshop for us, it's a cycle. Every step delivers a result the next one builds on.
Analysis and baseline assessment
Target audiences, usage data and competition. We demonstrate where visitors drop off before we talk about solutions.
Customer journey mapping
User journeys are visualised, requirements captured systematically and friction points identified, across all channels.
Test instead of guess
Qualitative tests in the UX lab and quantitative A/B tests. Hypotheses are checked before moving into implementation.
Implement and measure
Information architecture, interaction and content are adapted. Performance is then measured against the previously defined KPIs.
How we turn assumptions into certainty
Methods proven over more than two decades of user-centred project work.
1
Week to the tested solution
From problem to tested solution in the design sprint, including user testing.
13
Usability criteria in our checklist
Structured self-test for interfaces before extensive user tests begin.
+18 %
higher conversion rate
Average after a complete test cycle. PLACEHOLDER, verify value before publication or remove.
KNOWLEDGE TO TAKE AWAY
Whitepaper
Practical knowledge for your next optimisation round, free to download.
Frequently asked questions about customer journey and conversion
The visualisation of all the steps people take from first contact to decision, including the channels, expectations and hurdles along the way. This creates a shared factual basis for marketing, sales and IT.
A relaunch swaps out the interface. Journey work first checks whether the cause actually lies in the interface at all. Often it's content, sequencing or forms that can be improved without a relaunch.
We observe how real users interact with your offering, on-site or remotely. In just a few sessions, it becomes clear which areas are systematically misunderstood.
Meaningful tests need sufficient traffic on the page being tested. Below that threshold, we work with qualitative methods that deliver solid insights even with few participants.
Yes, as part of the journey and not as a separate project. Visibility determines whether a journey even begins, and is increasingly shaped by how AI systems summarise and present content.
Via KPIs set before the first intervention, such as completion rate, funnel drop-off rate or task success in testing. This makes it possible to tell whether a measure worked or just looks different.
Yes. In B2B, decision paths are longer and several roles are involved, which makes mapping more elaborate but also more effective. Portals, configurators and quotation processes are typical starting points.
Journey maps, test results, hypotheses and measurement setup. Your team can continue the optimisation cycle on its own.
LET'S TALK!
Your roadmap in discovery call
Optimisation starts with an honest stocktake.
We look at your usage data and your biggest drop-off points and identify the three levers to tackle first.
Please accept the corresponding cookies to view this embedded content.
