Conversion optimisation and growth work in Malaysia
A system that shipped is not a system that works. The version people use tells you things planning could not: where they stop, what they avoid, which step takes three times longer than it should. This is the work of measuring that and acting on it.
You might need this if
- Traffic arrives but very little of it converts
- People start a form, a signup or a checkout and do not finish
- You cannot tell which change made a number move
- Marketing and the product are run by people who never speak
- The business grew and the operations behind it never changed
What this work covers
Which parts apply depends on where the business is losing time or losing customers.
- Conversion rate optimisation on the journeys that matter
- Measurement that answers a question, rather than filling a dashboard
- Marketing support, tied to what the product can actually deliver
- Business operations — the internal process behind the customer-facing one
- Changes shipped and measured, not just recommended
Optimisation is an operations problem as often as a design one
A checkout that loses people is sometimes a design problem. Often it is a business one: a price that needs explaining, a delivery promise nobody can keep, an approval that takes two days.
We look at the whole path, including the part the customer never sees. Changing the button rarely helps when the thing behind the button is the problem.
That is also why this sits next to the software work rather than apart from it. Where the fix is in the system, we can make it in the system.
Measure the thing you would act on
It is easy to collect numbers and hard to collect the ones that change a decision. Most dashboards report what is easy to count rather than what anyone would do differently.
We start from the decision: what would you change if this number were bad? If there is no answer, the number is not worth tracking. What remains is usually a short list, and it is enough.
How it works
- 01
We find out where you are losing people
The journey as it actually runs, and the points where it stops working.
- 02
We change one thing at a time
So the result is attributable. Changing five things at once tells you nothing about any of them.
- 03
We measure and keep going
What worked stays, what did not is reverted, and the next thing gets the same treatment.
FAQ
Questions we get asked
01
What is conversion rate optimisation?
Working out why people who arrive somewhere do not do the thing you want them to do, then changing that — and measuring whether it helped. It applies to a signup, a booking, a checkout or an internal process that people abandon halfway.
02
Do you do marketing as well?
We do the marketing work that connects to the product and the operation behind it. We are not a full-service advertising agency, and we will say so when what you need is one.
03
What does “business operations” mean here?
The internal side: how an order, an approval or an enquiry actually moves through your business, who touches it, and where it waits. It is usually where a customer-facing delay comes from.
04
Do we need to have built with you to get this?
No. This work applies to software you already have, whoever built it. Where a fix needs a change in the system and we did not build it, we will tell you what has to change and who needs to make it.
05
How quickly will we see a difference?
That depends on your traffic and on how large the problem is — a change needs enough people going through it before the result means anything. We will tell you upfront when a number is too small to draw a conclusion from.
Related
Business process automation
When the fix is that the work should not need a person at all.
See business automation
Most often built for
Launched, but not getting the results you expected?
Tell us where people are dropping off, or which part of the operation is slowing things down. We will work out what is causing it.
Tell us your problem