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What is the “0 User Gaps” CustomerExperience that CROOZ SHOPLIST aims for?
We want the customer to feel that there is no difference in the experience between when they buy an item and after.
SHOPLIST.com by CROOZ （hereafter: SHOPLIST) handles a variety of products from popular fast fashion brands across Japan as well as many foreign brands. We sat down with Takeshi Inagaki, Executive Director, and asked about how SHOPLIST creates a better CX for customers to easily find their favorite items from an inventory of more than 800,000 items.
- Please tell us more about SHOPLIST.
SHOPLIST is an online shopping site where customers can make purchases from a variety of fast fashion brands for ladies, mens, and kids departments. From popular Japanese fast fashion brands to overseas brands starting with LA brands, customers have over 800 brands to choose from when looking for a good deal on our site. Since launching the online service in July of 2012, we have had the pleasure of supporting many customers.
To Achieve the Goal “0 User Gaps”
- Why did you start to consider size and fit solution?
At SHOPLIST, we often leverage inquiries from customers to improve our service. Most of these inquiries are about delivery, product selection, and the customer service. Regarding product selection, there is consistently a lot of feedback about size, with many customers mentioning that the item was smaller or longer than expected from the picture.
We are always trying to solve the many problems that often arise when shopping for fashion online.
Especially from 2017 onward, we created a key internal policy called “0 User Gaps” to unify the feeling that customers have before buying an item and after.
Regarding size, if we provide information written out such as “length 70cm” on the product page, there are still so many customers who don’t know their exact size and won’t bother to measure themselves.Therefore, the user would most likely purchase the item only by checking the size such as M or L without any confidence in whether it would be right for them or not. No matter how simple we made the return system, a user still considered this to be a barrier and we could not get them to take the additional step of trying to purchase with us again.
Change the Disparate SizeInformation into Our Assets
- Why did you decide to start using Virtusize among the many size solutions available to you?
As for finding the right solution, there are some services that will recommend the right size based on only body measurements, but we decided to use the Virtusize service that is based on items that customers already own because it would meet the needs of our customers better.
Also, a service that crawls product descriptions and turns the size information into metadata was very attractive to us because the way our size information is displayed greatly differs depending on the brand.
We appreciate being able to intake this data and always show our customers the size information in the same way.
Quantitative and QualitativeEffects
- Please tell us about the results you’ve seen after launch.
When looking at all purchases across the site, the CVR for those who used Virtusize is 2x compared to those who do not use the service. Items that could display the Virtusize service are 1.5x more likely to sell compared to those that are not covered by the service, and the AOV for those who used Virtusize is 4x compared to those who do not use the service.
We can tell that those who use Virtusize purchase more items without any worry about size. We are very satisfied with these results as both CVR and brand sales are increasing.
Also, with the ability to now automatically crawl size information, we’ve been able to convert 20~30% of all size information into metadata where we originally could not. In providing other solutions such as search functionality in the future, having this metadata is very important and will be an asset for us moving forward.
- Were there any changes in the awareness of size internally at your company or with your suppliers after launch?
We feel that the attitude toward size has changed after the launch. Brands started to add size information more frequently and accurately since the CVR increases if there is enough size information written by the brand. The internal users of Virtusize gave us good feedback, highlighting that it is great to compare an item with one from one of their favorite brands, and that the overall design of Virtusize is easy to understand.
More Fun and More Seamless
- What are your biggest challenges and goals moving forward?
We would like to make the UserExperience on our site much better. Ideally, customers will be able to enjoy shopping online just like at a physical store. It would be great if we could recommend personalized items with the right size among all the different items we carry.We would like to avoid the situation where a customer has found an item in their ideal size or color, but it is no longer available when they finally decide to buy it. We hope to add fun and engaging content for customers who visit the online site even if they are not considering making a purchase and provide a user journey that allows them to find and purchase the right item for them while exploring SHOPLIST.
In the future, we would like to provide an overall better user experience to make it easier to purchase without having any worries about size during at the point of purchase.
What is the “0 User Gaps” CustomerExperience that CROOZ SHOPLIST aims for?
We want the customer to feel that there is no difference in the experience between when they buy an item and after.
SHOPLIST.com by CROOZ （hereafter: SHOPLIST) handles a variety of products from popular fast fashion brands across Japan as well as many foreign brands. We sat down with Takeshi Inagaki, Executive Director, and asked about how SHOPLIST creates a better CX for customers to easily find their favorite items from an inventory of more than 800,000 items.
- Please tell us more about SHOPLIST.
SHOPLIST is an online shopping site where customers can make purchases from a variety of fast fashion brands for ladies, mens, and kids departments. From popular Japanese fast fashion brands to overseas brands starting with LA brands, customers have over 800 brands to choose from when looking for a good deal on our site. Since launching the online service in July of 2012, we have had the pleasure of supporting many customers.
To Achieve the Goal “0 User Gaps”
- Why did you start to consider size and fit solution?
At SHOPLIST, we often leverage inquiries from customers to improve our service. Most of these inquiries are about delivery, product selection, and the customer service. Regarding product selection, there is consistently a lot of feedback about size, with many customers mentioning that the item was smaller or longer than expected from the picture.
We are always trying to solve the many problems that often arise when shopping for fashion online.
Especially from 2017 onward, we created a key internal policy called “0 User Gaps” to unify the feeling that customers have before buying an item and after.
Regarding size, if we provide information written out such as “length 70cm” on the product page, there are still so many customers who don’t know their exact size and won’t bother to measure themselves.Therefore, the user would most likely purchase the item only by checking the size such as M or L without any confidence in whether it would be right for them or not. No matter how simple we made the return system, a user still considered this to be a barrier and we could not get them to take the additional step of trying to purchase with us again.
Change the Disparate SizeInformation into Our Assets
- Why did you decide to start using Virtusize among the many size solutions available to you?
As for finding the right solution, there are some services that will recommend the right size based on only body measurements, but we decided to use the Virtusize service that is based on items that customers already own because it would meet the needs of our customers better.
Also, a service that crawls product descriptions and turns the size information into metadata was very attractive to us because the way our size information is displayed greatly differs depending on the brand.
We appreciate being able to intake this data and always show our customers the size information in the same way.
Quantitative and QualitativeEffects
- Please tell us about the results you’ve seen after launch.
When looking at all purchases across the site, the CVR for those who used Virtusize is 2x compared to those who do not use the service. Items that could display the Virtusize service are 1.5x more likely to sell compared to those that are not covered by the service, and the AOV for those who used Virtusize is 4x compared to those who do not use the service.
We can tell that those who use Virtusize purchase more items without any worry about size. We are very satisfied with these results as both CVR and brand sales are increasing.
Also, with the ability to now automatically crawl size information, we’ve been able to convert 20~30% of all size information into metadata where we originally could not. In providing other solutions such as search functionality in the future, having this metadata is very important and will be an asset for us moving forward.
- Were there any changes in the awareness of size internally at your company or with your suppliers after launch?
We feel that the attitude toward size has changed after the launch. Brands started to add size information more frequently and accurately since the CVR increases if there is enough size information written by the brand. The internal users of Virtusize gave us good feedback, highlighting that it is great to compare an item with one from one of their favorite brands, and that the overall design of Virtusize is easy to understand.
More Fun and More Seamless
- What are your biggest challenges and goals moving forward?
We would like to make the UserExperience on our site much better. Ideally, customers will be able to enjoy shopping online just like at a physical store. It would be great if we could recommend personalized items with the right size among all the different items we carry.We would like to avoid the situation where a customer has found an item in their ideal size or color, but it is no longer available when they finally decide to buy it. We hope to add fun and engaging content for customers who visit the online site even if they are not considering making a purchase and provide a user journey that allows them to find and purchase the right item for them while exploring SHOPLIST.
In the future, we would like to provide an overall better user experience to make it easier to purchase without having any worries about size during at the point of purchase.
What is the “0 User Gaps” CustomerExperience that CROOZ SHOPLIST aims for?
We want the customer to feel that there is no difference in the experience between when they buy an item and after.
SHOPLIST.com by CROOZ （hereafter: SHOPLIST) handles a variety of products from popular fast fashion brands across Japan as well as many foreign brands. We sat down with Takeshi Inagaki, Executive Director, and asked about how SHOPLIST creates a better CX for customers to easily find their favorite items from an inventory of more than 800,000 items.
- Please tell us more about SHOPLIST.
SHOPLIST is an online shopping site where customers can make purchases from a variety of fast fashion brands for ladies, mens, and kids departments. From popular Japanese fast fashion brands to overseas brands starting with LA brands, customers have over 800 brands to choose from when looking for a good deal on our site. Since launching the online service in July of 2012, we have had the pleasure of supporting many customers.
To Achieve the Goal “0 User Gaps”
- Why did you start to consider size and fit solution?
At SHOPLIST, we often leverage inquiries from customers to improve our service. Most of these inquiries are about delivery, product selection, and the customer service. Regarding product selection, there is consistently a lot of feedback about size, with many customers mentioning that the item was smaller or longer than expected from the picture.
We are always trying to solve the many problems that often arise when shopping for fashion online.
Especially from 2017 onward, we created a key internal policy called “0 User Gaps” to unify the feeling that customers have before buying an item and after.
Regarding size, if we provide information written out such as “length 70cm” on the product page, there are still so many customers who don’t know their exact size and won’t bother to measure themselves.Therefore, the user would most likely purchase the item only by checking the size such as M or L without any confidence in whether it would be right for them or not. No matter how simple we made the return system, a user still considered this to be a barrier and we could not get them to take the additional step of trying to purchase with us again.
Change the Disparate SizeInformation into Our Assets
- Why did you decide to start using Virtusize among the many size solutions available to you?
As for finding the right solution, there are some services that will recommend the right size based on only body measurements, but we decided to use the Virtusize service that is based on items that customers already own because it would meet the needs of our customers better.
Also, a service that crawls product descriptions and turns the size information into metadata was very attractive to us because the way our size information is displayed greatly differs depending on the brand.
We appreciate being able to intake this data and always show our customers the size information in the same way.
Quantitative and QualitativeEffects
- Please tell us about the results you’ve seen after launch.
When looking at all purchases across the site, the CVR for those who used Virtusize is 2x compared to those who do not use the service. Items that could display the Virtusize service are 1.5x more likely to sell compared to those that are not covered by the service, and the AOV for those who used Virtusize is 4x compared to those who do not use the service.
We can tell that those who use Virtusize purchase more items without any worry about size. We are very satisfied with these results as both CVR and brand sales are increasing.
Also, with the ability to now automatically crawl size information, we’ve been able to convert 20~30% of all size information into metadata where we originally could not. In providing other solutions such as search functionality in the future, having this metadata is very important and will be an asset for us moving forward.
- Were there any changes in the awareness of size internally at your company or with your suppliers after launch?
We feel that the attitude toward size has changed after the launch. Brands started to add size information more frequently and accurately since the CVR increases if there is enough size information written by the brand. The internal users of Virtusize gave us good feedback, highlighting that it is great to compare an item with one from one of their favorite brands, and that the overall design of Virtusize is easy to understand.
More Fun and More Seamless
- What are your biggest challenges and goals moving forward?
We would like to make the UserExperience on our site much better. Ideally, customers will be able to enjoy shopping online just like at a physical store. It would be great if we could recommend personalized items with the right size among all the different items we carry.We would like to avoid the situation where a customer has found an item in their ideal size or color, but it is no longer available when they finally decide to buy it. We hope to add fun and engaging content for customers who visit the online site even if they are not considering making a purchase and provide a user journey that allows them to find and purchase the right item for them while exploring SHOPLIST.
In the future, we would like to provide an overall better user experience to make it easier to purchase without having any worries about size during at the point of purchase.
