“Site search was, and continues to be, a huge project for us,” discloses Brooke, “like many websites today, the vast majority of people find products on our site through search. Navigation is used less than 10% of the time for us.”
The illogical user experience when it came to site search, paired with its revenue-generating potential, meant site search became indispensable to the digital project.
With the knowledge that using as much technology out-of-the-box as possible would avoid heavy customization further down the line, Brooke settled on Bloomreach Search and Merchandising (brSM) as her site search technology of choice.
Understanding that HD Supply customers want to complete purchases fast, “We revamped our site search experience with the ability to Add to Cart directly from the search bar,” details Brooke. “We still provide customers with typeahead,” she adds, “but we also offer them 3 product suggestions. They now see the product image, part number, price and the Add to Cart button directly in the search bar.”
A lean team meant Brooke needed technology to reduce some of the workload.
We rely on the Bloomreach algorithm to really drive the majority of our search results and navigation and filter placements.
Additionally the Insights dashboard (part of brSM) allows the team to identify problem areas fast. “If someone reports an issue, we can use Insights to gain more data to understand it better,” Brooke recounts, “Just last week, we had someone complain about a query for BR30 (a kind of lightbulb). By going into the dashboard and using brSM, we can quickly identify queries and change navigation experiences. In this case, we set up a synonym that took 30 seconds and fixed the problem. That’s a big win.”