The real challenge for Nutri-Meds and Schawel.com was digging into their analytics, taking a years worth of CRM issues and coming up with a design that was “nice”, pragmatic enough for their user base and solved problems. I am all about solving problems.

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I have always liked testimonials. What it means to me is someone actually had enough energy to post something they liked (or disliked) about the company. I wanted to bubble that up and make it front page news but, in a way that did not take away from conversions or the buying experience. Reviews and testimonials add a great deal of “street cred” to your site. If someone is willing to put up a positive review, you must have really struck a chord with them. You must really be doing something right. We wanted to highlight that with Nutri-Meds.com. They were doing lots of right things. The customer service was personal, quick and extremely informative (we cold called them). Their products also really seemed to resonate with their users. Lot’s and lots of positive feedback.

We also decided to focus on some FAQs for the obvious reasons. We scanned the CRM for the top FAQs that seem to inundate them month after month. I wanted to surface this stuff too. Nutri-Meds listens to their customers. I wanted that to be really obvious in the FAQs. Solving that reduced CRM questions by about 24%. Amazing huh? – We will work later on a site knowledge base which is so underutilized in Volusion.

We also worked down the list for some branding continuity in the invoice template, email area, shopping cart and account area. This is something I love doing. I desperately want users to have a “complete” experience when viewing sites.