Conversion Optimisation

Customer Experience Management for E-commerce: An Evidence-Based Guide

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Woman shopping online on a tablet while holding a credit card, representing customer experience in e-commerce

Customer experience explains 55% of purchase intention and 56% of re-visit intention. An evidence-based guide to customer experience management for e-commerce — where to invest, why the journey extends beyond checkout, and the purchase-retention flywheel.

What Research Says About E-commerce UX: Interface, Trust & the Security Surprise

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Person shopping online on a laptop while holding a credit card, representing e-commerce interface and trust

My published research found interface quality matters nearly twice as much for repeat visits as for first purchases — and security, while driving first purchases, had no significant effect on returning at all. What the regression data means for e-commerce UX design.