Client Review: How CUX is transforming my e-commerce strategies

What I've learned

• Sessions in CUX are measured differently than in Google Analytics — they are "longer." The system waits for the user after a session ends, which helps us draw better conclusions. By watching the recordings, you can see users disappear for a few minutes and then return, which shows that they might be distracted by something else. It’s fascinating to witness! 😊
• Selecting relevant recordings. I can create what's called a "waterfall," which is a sequence of pages or events that a user navigates through. The system calculates how many users drop off at each stage and filters the recordings that document this. This is fantastic when you don’t have time to sift through all the recordings, which can pile up. CUX does this exceptionally well. For mobile traffic (which makes up 70-80% in medium and large e-commerce), I can: First: filter out only those recordings that show user problems. Second: sort them by mobile device, for example.

How I used this knowledge and its impact on business

We managed to boost the store's conversion rate by over 30%, even though it was already fast, met Core Web Vitals requirements, and was designed according to best practices before implementation.

Thanks to CUX, we made several key changes

• InPost module: We discovered that customers were moving to the next step in the cart without selecting a parcel locker. This insight led us to make necessary adjustments to enhance the user experience.
• Mobile photo management module: The store had a high rate of "dead clicks" on product images, where users clicked expecting to see an enlarged view or more details, but nothing happened. To address this issue, we implemented the mobile photo management module, allowing users to easily zoom in on images and view product details.
• Product card view: We simplified the view by removing the option to add products to a wishlist, as customers weren’t using it at all.
• Keeping the action button visible in the cart: The mobile cart had a high scroll rate. It turned out that customers could not see the shipping information button, so we anchored it to ensure it remained visible while scrolling.

We still have several other changes to make, which the recordings from CUX have shown to be necessary. I’m very pleased with how quickly we can pinpoint the main issues. Thanks to our collaboration with a developer who understands the project and has time set aside for us, we can implement changes almost immediately. This allows us to see how these changes affect the store’s metrics the very next day. After training with the CUX team, I also compiled a list of several hypotheses that I plan to test.

What can CUX bring to your business?

I think it helps quickly identify problems, which is harder with other solutions. You can design the entire customer journey to track effectively. It also helps reduce costs. CUX is a great alternative to UX audits, which can cost a fortune and often provide subjective recommendations based on an expert's experience. CUX shows how different customers behave depending on the industry, and not all heuristics will apply to your business. Beyond the tool itself, I encountered friendly and supportive people at CUX who were open to collaboration and offered help at every step. I’m currently in regular contact with the team, discussing what more CUX can offer and what’s important from an e-commerce manager's perspective.

Who is CUX for?

I believe CUX is perfect for professional online stores that are growing and facing conversion challenges. It’s all about the numbers: the more traffic you have, the more an increase in conversion rate translates into real revenue. Let’s look at an example table below:

Conversion Rate	1.2%	1.44% (+20%)
Traffic (sessions)	100,000	100,000
Average Basket	140 PLN	140 PLN
Number of Orders	1,200	1,440
Revenue	168,000 PLN	201,600 PLN

The numbers in the table are just examples, but they illustrate that with a 20% increase, a store could generate an extra 403,200 PLN in annual revenue, assuming traffic stays steady (which usually grows over time). The conclusions are clear: using tools that allow for efficiency gains in a relatively short time is always worth it. So, in summary, if you want to boost your e-commerce success quickly, CUX could be the tool for you!