A growing business held back by an ageing store
A rapidly growing retail company from Latvia partnered with Digict to improve its digital presence and elevate service quality. The business had expanded its product portfolio and customer base, but its website no longer met modern user expectations — and customer support was becoming difficult to manage efficiently.
The client's goals were clear: modernise the website, improve user experience, increase online conversions, and optimise support operations for a smoother shopping experience across every device.
Two workstreams, one seamless experience
Digict ran a comprehensive assessment of both the e-commerce platform and the customer support ecosystem in parallel, delivering improvements in stages to protect business continuity.
UX/UI audit
Analysing customer behaviour and performance metrics to identify usability issues and conversion barriers across the purchasing journey.
Store redesign
Rebuilding the site architecture, modernising the visual design, optimising for mobile and dramatically improving load speed.
Checkout optimisation
Enhancing product pages and search, then streamlining checkout to reduce cart abandonment.
Support audit
Evaluating workflows, response times and resolution rates, then mapping a roadmap of automation and workflow improvements.
Key Steps Delivered
Website redesign and support audit ran side by side:
- UX/UI audit to find usability issues and conversion barriers
- Analysis of customer behaviour and website performance
- Review of the journey from product discovery to checkout
- Redesigned architecture for better navigation & accessibility
- Modernised visual design aligned to current e-commerce standards
- Full mobile and cross-platform optimisation
- Improved page loading speeds and site performance
- Enhanced product pages and search functionality
- Streamlined checkout to reduce cart abandonment
- Support workflow, response-time and CRM utilisation review
A faster, friendlier store that converts
The combined redesign and support optimisation delivered measurable improvements across customer experience and operational performance.
Conversion & checkout metrics
- Improved website usability and customer navigation
- Faster page loads and better mobile shopping experiences
- Increased engagement across key website sections
- Higher conversion rates from a simplified purchasing journey
- Reduced cart abandonment during checkout
- Faster customer support response times
- More efficient ticket management and issue resolution
- Clearer visibility into service performance via reporting
Page load time
Support performance
Our new store finally matches how much our business has grown. Customers move from browsing to buying without friction — and our support team can finally keep up.