
Why Traditional Tools Still Fall Short
Here’s the problem:
Even the best eCommerce teams often make decisions based on what they think customers want, not what customers are actually trying to do.
They apply best practices. Follow playbooks. Optimize based on bounce rates and click maps. But they don’t realize that the friction their customers are feeling might not show up in those tools.
Because tools show behavior.
User studies reveal intent.
Here are a few real findings we’ve uncovered in recent user studies:
- Customers ignored product titles and based their decisions on images and filters.
- New buyers couldn’t tell what made a product different from another because the descriptions were written for insiders.
- Repeat buyers struggled with reordering because of layout changes between seasons.
None of these showed up in GA4.

The Outcomes: Real, Revenue-Driving Decisions
User studies aren’t abstract or academic. They’re practical, strategic, and grounded in real customer behavior. Here’s what they unlock:
- 🔍 Usability Improvements that directly reduce friction in the checkout flow
- 🧭 North-Star Guidance to validate (or challenge) every future website decision
- 🎯 Feature Prioritization based on what real people want, not internal assumptions
- 💬 Messaging Adjustments to better connect product value with buyer expectations
- 📈 Revenue Growth from aligning your experience with customer motivations
And unlike a single heatmap or email campaign result, these insights are evergreen. You’ll come back to them again and again as your site evolves.