Reach3 deployed a mobile-first, conversational approach to engage with hundreds of shoppers in a three-phased approach. Using the Rival Technologies platform, the first phase of the study was a robust, quantitative exercise that incorporated Drivers and Fully Saturated Reach (FSR) advanced analytical techniques. The goal was to understand the implicit drivers and barriers for in-store-only and click-and-collect shoppers.

The second phase utilized Rival's mobile notification capability to recontact select consumers to deep dive into their personal care online shopping, incorporating immersive diaries and projective techniques. In the third phase, participants were brought into one-on-one, in-depth interviews where screen-sharing technology allowed a deep exploration of the online and mobile app e-commerce shopping experience, including search behavior, UX & UI pain and passion points. Rich video selfies helped to uncover emotional drivers and contextual dynamics behind the e-commerce shopping experience, revealing several specific optimization areas that, if optimized, could increase conversion.