Service Design for Retail & eCommerce Companies
Fix the Gaps in Your Customer Journey—Before They Cost You the Sale
In eCommerce and retail, your customer experience is the product. If the journey from homepage to checkout isn’t smooth, clear, and satisfying, you’re bleeding revenue. Bend’s service design approach helps you understand what your customers actually need—then we build systems that deliver. From product discovery to fulfillment and support, we design for loyalty, conversion, and real growth.
1. Map the Full Customer Journey
We don’t just look at your website—we step into your customers’ shoes. Using research, data, and user behavior, we map every step of the buyer journey to find friction, confusion, or missed opportunities.
Understand how people navigate your store
Identify where customers drop off—and why
Uncover hidden pain points across the full experience
Once we see the full picture, we start redesigning the path forward.
2. Improve On-Site Experience and Functionality
Every click should lead somewhere smart. We rethink your store layout, navigation, and product pages so that users can find what they need—and buy it—without hesitation.
Redesign menu structure and product discovery tools
Streamline category filters, cart flow, and mobile UX
Clarify messaging and reduce decision fatigue
We’re not here to make your store prettier—we’re here to make it perform.
3. Design Systems That Drive Repeat Business
Getting the sale is one thing. Keeping the customer is another. We focus on post-purchase experience, support access, and loyalty mechanisms that turn one-time buyers into repeat customers.
Design email flows that support and upsell
Build returns and support experiences that build trust
Create branded loyalty programs that actually deliver value
The goal is retention that feels seamless—not tacked on.
4. Align Internal Teams Around Better Service
Good service design isn’t just for your customers—it’s for your team, too. We help align your marketing, product, and support teams so the entire experience feels cohesive and intentional.
Document and share customer journey frameworks
Identify disconnects between marketing and operations
Set up internal processes that support better external service
The smoother your internal flow, the better your customers’ experience.
5. Prototype, Test, and Launch—Fast
We move from idea to execution quickly. Using prototyping tools and testing frameworks, we validate changes before full rollout—so you’re not guessing with live traffic.
Wireframes and mockups for approval
A/B testing and user feedback collection
Launch strategies that minimize risk and maximize impact
You don’t have to blow up your store to make it better—you just need a smarter system.