Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
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Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
Carhartt has been making durable workwear since 1889—but their digital experience team is just as focused on longevity and performance. In this episode, Bruce Shields, head of Carhartt’s Digital Center of Excellence, shares how his team uses two years of homepage interaction data to build predictive models, benchmark creative assets, and shift decisions from gut feel to data-led.
Key Actionable Takeaways:
Move from gut feelings to data-first design decisions - Create a culture where "Have we tested that?" becomes the standard question in every design discussion
Build predictive models from interaction data - Use click and scroll data to create benchmarks that can forecast component performance before launch
Segment B2B and B2C user experiences differently - B2B buyers have fundamentally different motivations since they're purchasing for others, not themselves
Chapters: (00:00) Introduction (03:00) Team structure across nine time zones and specializations (06:00) Moving from design intuition to data-first decisions (08:26) Preventing confirmation bias in testing culture (11:22) Grid ordering system case study - When leadership was wrong (16:59) Two years of homepage data creates predictive models (18:22) Building interaction rate benchmarks by component position (23:03) Moving predictive analytics into wireframing stage (26:49) Most reliable performance predictors - PLP to PDP conversion (30:18) Why fewer clicks isn't always better - The journey optimization debate (34:30) Conclusion
The Frictionless Experience
Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
