Home Pricing Archive About Privacy

Shein Customer Journey Analysis

📑 5 slides 👁 21 views 📅 2/8/2026
0.0 (0 ratings)

Shein Web Customer Journey Analysis

Behavioural insights from shopping experiences in India and France.

Shein Web Customer Journey Analysis
2

Project Overview

  • Analyzed Shein shopping experience from India to France, focusing on web-only usage.
  • Mapped customer journey, identified key pain points using behavioural science frameworks.
  • Proposed targeted improvements and a testing plan for better user experience.
Project Overview
3

Key Observations

  • Too many product options leading to decision paralysis.
  • Website design perceived as cheap, creating low trust among users.
  • Inconsistent clothing quality and long delivery times causing frustration.
Key Observations
4

Customer Persona: LÊa

  • Age 21, student in Grand Est, France, seeks trendy clothes at low prices.
  • Frustrated by too many choices, quality doubts, and slow delivery times.
  • Journey focus: First purchase on mobile web, overwhelmed by options.
Customer Persona: LÊa
5

Solutions and Testing

  • Curated 'Student Picks' to reduce choice overload, tested via A/B.
  • Cleaner design with trust badges to improve perception, A/B tested.
  • Quality score badges and clear delivery tracking to reduce anxiety.
Solutions and Testing
1 / 5