Mattress Next Day

User research dovetailed with UX design iterations

INDUSTRY: E-COMMERCE - MATTRESSES

The challenge

Mattress Next Day wanted to fine tune their existing site for users. Analytics had suggested that there were conversion issues. For example: the basket had a 55% drop off rate. Users also struggled to filter the mattresses and did not understand how to identify a suitable mattress for their needs. In addition, the site did not maximise opportunities to upsell wraparound services.

The tools

The research journey

Mattress Next Day had previous research for me to digest, which were used to create a laundry list of focus areas, prioritised by effort and impact on conversion. 


Following the previous research review, data analysis and stakeholder workshop I created three user personas. Through understanding these key persona needs, I created a hierarchy within the many product filters: making size, firmness and price the primary filters. There were many other filters, however these were a little overwhelming and users needed more handholding due the the product high value and infrequent purchase of a mattress.  It became clear that I needed to support Mattress Next Day to surface the more touchy-feely aspects of their products to encourage more online purchasing. For example, product reviews that share the comfort, feel and sleep quality are more valuable to end users than a technical description.

I watched users engage with the basket on Hotjar and it became clear that the basket was also being used as makeshift compare feature. This identified a usability issue around product comparison on the product listings pages. A mattress wishlist was very needed and is now in place on the site.

My discovery work supported the revamp of the ‘mattress finder tool’, which was a fantastic idea but previously a little hidden on the site and in need an UX overhaul for success. The new live mattress finder tool takes users on a much more conversational journey with new questions that focus on their key priorities and guide them through the process.

The outcomes


The homepage and IA underwent an heuristic review to reveal many quick wins. The main navigation was streamlined, based on user needs.  User research dovetailed with UX design to provide ongoing iterations. Conversion has improved month on month, for example the basket drop off rate has reduced from 55% to 15%.

I'd love to hear from you

If you like what you see and want to work together, get in touch!

Call +44 7786 898596

Email:  bevbowmanux@gmail.com

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