E-Commerce, Sport

Sports Direct

Users applying voucher codes were 115% less likely to convert.

Key Results

Generated £400kworth of incremental revenue

1.7%baseline conversion uplift

Delivery of user behaviour insights enhanced client’s voucher strategy

Logo

But Why?

When we dug deeper, we noted that the voucher code option was sitting at the same level as the payment options. This immediately created a problem because it encouraged users to apply a code – even if they didn’t have one. In fact, just over 10% of users were attempting to use voucher codes.

The second problem was that the voucher option sent users to a different page – and it was what we call ‘voucher code jail’. There was nothing else the user could do but apply voucher codes. Indeed we identified that users added a code 4.1 times before giving up on their purchase altogether.

So, we knew there were two things we needed to test.

  • 1

    Reducing the prominence of the voucher code on the payment page

  • 2

    Keeping the users on the payment page instead of sending them to ‘voucher code jail’

We believed that by taking these two actions Sports Direct would see an increase in the % of users converting.

And were we right?
Yes we were.

But perhaps what was most interesting was that within the experiment, we also captured what voucher codes users were entering – whether they worked or not. This identified a pattern of failed codes that uncovered a main referral source that was causing these failed codes and a regex-ed pattern that highlighted both how and why users were failing in their voucher code submission.

All results were seen at a 95% statistical significance running over a 25 day period. Wow.

Key Results

1.7%baseline conversion uplift

51%less users using voucher codes

8%decrease in users moving back to the previous page

User Conversion integrated with the team quickly and drove incremental value straight out of the gate with the first test driving +1.7% increase in CR (+£400k per month).

Thomas Tregelles

Group Head of eCommerce (Lifestyle)

David Lee
Working with User Conversion forces us to be more proactive
David LeeLead Product Owner
Neil Sumner
The amount of detail and thoroughness they went into was spectacular
Neil SumnerDirector of Digital and Marketing
Perri Savage
The team are great. Couldn’t do it without them.
Perri SavageSenior Digital Design and UX lead
Thomas Tregelles
Really impressive and wouldn’t hesitate to recommend them.
Thomas TregellesGroup Head of eCommerce
Sarah Collett
Accelerated our optimisation efforts by a factor of 50.
Sarah CollettMulti-Channel Director
Adrian Hobson
The return we saw from one experiment alone was phenomenal
Adrian HobsonTrading Manager
Lauren Juster
8.7% improvement in conversion rate attributed directly to their work
Lauren JusterSales and Marketing Director
Julie Austin
They always have our customers at the heart of all they do
Julie AustinMarketing and Digital Director
David Lee
Working with User Conversion forces us to be more proactive
David LeeLead Product Owner
Neil Sumner
The amount of detail and thoroughness they went into was spectacular
Neil SumnerDirector of Digital and Marketing
Perri Savage
The team are great. Couldn’t do it without them.
Perri SavageSenior Digital Design and UX lead
Thomas Tregelles
Really impressive and wouldn’t hesitate to recommend them.
Thomas TregellesGroup Head of eCommerce
Sarah Collett
Accelerated our optimisation efforts by a factor of 50.
Sarah CollettMulti-Channel Director
Adrian Hobson
The return we saw from one experiment alone was phenomenal
Adrian HobsonTrading Manager
Lauren Juster
8.7% improvement in conversion rate attributed directly to their work
Lauren JusterSales and Marketing Director
Julie Austin
They always have our customers at the heart of all they do
Julie AustinMarketing and Digital Director
Sharon Bradbury
Generated over £150k in lost revenue for us in just 90 days.
Sharon BradburyHead of eCommerce
Lauren Juster
I like the holistic approach User Conversion take to their work.
Lauren JusterSales and Marketing Director
Jodie McCann
The structure really works. It brings together a variety of skill sets focused on a particular client
Jodie McCannSenior Digital Optimisation Manager
Rachel Shah
A 22% uplift in conversion rate within the first 6 months
Rachel ShahDigital Product Manager
Amanda Doron
We’re now testing to help prioritise work and reduce risk
Amanda DoronEcommerce & Trading Manager
Thomas Tregelles
They have been instrumental in our personalisation strategy
Thomas TregellesGroup Head of eCommerce
Neil Sumner
They didn’t talk about a generic approach, but one that was personalised to our audience
Neil SumnerGeneral Manager eCommerce
Sarah Collett
Paid for themselves in the first month, three times over.
Sarah CollettMulti-Channel Director
Sharon Bradbury
Generated over £150k in lost revenue for us in just 90 days.
Sharon BradburyHead of eCommerce
Lauren Juster
I like the holistic approach User Conversion take to their work.
Lauren JusterSales and Marketing Director
Jodie McCann
The structure really works. It brings together a variety of skill sets focused on a particular client
Jodie McCannSenior Digital Optimisation Manager
Rachel Shah
A 22% uplift in conversion rate within the first 6 months
Rachel ShahDigital Product Manager
Amanda Doron
We’re now testing to help prioritise work and reduce risk
Amanda DoronEcommerce & Trading Manager
Thomas Tregelles
They have been instrumental in our personalisation strategy
Thomas TregellesGroup Head of eCommerce
Neil Sumner
They didn’t talk about a generic approach, but one that was personalised to our audience
Neil SumnerGeneral Manager eCommerce
Sarah Collett
Paid for themselves in the first month, three times over.
Sarah CollettMulti-Channel Director