What We Do

Our core competency is taking your brand from creation through extension on the web. Our brand focused approach to e-commerce web extension allows you to keep your brand consistency and sensitively interpret your brand language online.

Our philosophy is: Credible Brand + Usable site = Conversions

We believe a great shopping experience is comprised of stunning visuals, easy to understand user interfaces, great merchandising, and a solid online strategy, in addition to technical prowess. To this extent, the Fetch team works with clients on all of these fronts to make sure that all aspects of user experience are addressed: branding, look and feel, UI design, usability as well as business goals.

Problems we solve:

• We are relying on deep discounts to keep customers engaged. (A sure sign your brand proposition is weak.)
• We have a technology company or department engaged, and we need a front end design team who knows how to translate our brand into an e-Commerce platform.
• We have a startup or a new extension of our brand and we want to sell online.
• We have a product, or product line which will primarily be distributed online, and needs several elements—naming, identity, packaging, content development, plus online distribution channel and integration into our business.

Many times internal design and/or development teams don't have the branding expertise required to create a credible and flexible brand. But branding firms typically lack e-Commerce expertise as part of their core competency.

Fetch! delivers both. We create flexible brands that are visually engaging, while expressing the core beliefs of the organization, translated to an effectively designed website. In short, we create the best of both worlds: well branded experiences with great functionality that makes sense to shoppers, and converts.

Fetch! works with internal creative team designing functionality, and helping develop the project to integrate with a company's fulfillment and accounting processes, as well as meeting shoppers needs. We also help with content development, usability issues,
as well as making sure the information design meets shoppers
needs using industry tested techniques.

Problems we solve:

• We have a creative team but they are inexperienced with branding.
• We have a design and/or development team in place, but we don't have the resources to accommodate day to day needs in addition to a redesign.
• We need a fresh perspective to breath life into our brand.
• We need to achieve consistency across all channels and vendors.
• We need a design partner who actually understands the needs of an e-Commerce business.

If you have been in the e-Commerce space for a while, You may be experiencing stagnant growth. Fetch! combines customer feedback, clickstream data, and usability testing to get a complete picture of what is happening on your site, as well as how to keep customers coming back. The Fetch! team works as support for your company to find the holes in your shopping process by conducting usability experiments, reviewing analytics, and conducting customer surveys to get feedback on where your site can use improvements and help you understand your customers shopping habits better.

The Fetch! Analysis process:

1. Heuristic Analysis: Heuristic analysis is a fancy word for expert review. We'll shop your site and see if we are able to complete a transaction easily. We will review for design and usability flaws, as well as any other problems we see.
2. Web Analytics Review: After heuristic evaluation, we will review the analytics to reinforce our theories.
3. Usability Studies: A small remote usability study will show us in real time how users are interacting with your site. This is done by a video that our users produce that allows us to review and gives us real-life insight into how your users interact with your site.
4. Customer Service Center interview: Your customer service representatives know your customers better than anyone. They talk to customers every day, and help customers through their trouble spots. By interviewing key customer service people, we can find the real issues people are encountering on your site.
5. Customer Survey: The final piece of the puzzle is a customer survey. Customers come to e-Commerce sites for a variety of reasons, and usually less than 30% are actually there to "buy" so it is important to know what those reasons are. Is it customer service? Is it to browse? Is it to view your blog or videos? A customer survey with the correct question allows us to get a better picture of what customers think of the site, and if they were able to complete their task. In deciding how to improve your site, it is important to understand the goals of your users. We ask the right questions to help you get insight into your customer's head.
6. Conclusion: At the end of the process, we deliver a report which covers challenges your customers are having with your site, why they are there and suggestions for improvement. We can also assist with the implementation as well.

Problems we solve:

• My design and development teams keep making improvements to the site, but I don't know the results of what is happening.
• My team is making changes to the site, and we don't see the improvements we expect.
• I need new ideas to help us achieve our sales goals.
• I need an expert to review our site and tell us how we can improve it.
• I need to start conducting experiments, but do not know where to start.