Who it's for
E-commerce, retail and restaurant brands with a live online store, app or ordering experience that isn't performing the way it should. Usually one of these is true:
- Your app store rating is low, or falling, and nobody agrees on the cause.
- Customers start checkout and don't finish.
- Offers and loyalty cost a lot and don't seem to change behavior.
- You're about to make a big bet (a rebuild, a new platform, a new loyalty program) and want an outside read first.
What I review
- The purchase funnel: where customers drop off between first visit and completed checkout, and why.
- Catalog and average order value: how the catalog or menu is structured, and where it hides products or upsells.
- UX flows: sign-up, sign-in, customization, offers and checkout, looking for revenue leaks.
- App store performance: your rating and reviews, sorted into the jobs customers couldn't get done.
- Loyalty and personalization: what the program rewards, and where machine learning or targeting would pay off.
- Fraud and payments: the risk surface in accounts, offers and checkout.
What you get
A prioritized roadmap, not a list of observations. Each item says what to change, why, what it should move, and roughly how hard it is. I walk your team through it so the people who have to build it understand the reasoning, not just the recommendation.
Why it works
I've run these products from the inside: growth and retention at Vistaprint, the Jack in the Box app, ordering platforms for Burger King, Popeyes and Tim Hortons, and Sonic's digital menu and ordering. An audit is the same diagnosis I did in those seats, done in weeks instead of quarters.