Client Overview
Background
Condor-USA is a leading supplier of high-quality pressure switches, pump switches, and control solutions for industrial and consumer compressed air systems. Their products support critical applications across manufacturing, water management, and fire protection industries. As a trusted partner to OEMs and system builders, accuracy and reliability are at the core of their brand.
The Challenge
Discovery
Condor-USA approached Synchronicity with a costly and frustrating problem: a high volume of returned orders due to incorrect part selection. Customers—especially those seeking replacement parts—were struggling to identify the exact component they needed on Condor’s ecommerce website.
These UX issues not only eroded customer confidence, but also caused:
- Increased shipping and return processing costs - The company experienced rising operational expenses due to the frequent need to process returned orders and manage additional shipping logistics caused by customers receiving incorrect parts.
- Time-consuming customer service interactions - Customer service teams were overwhelmed with support requests, spending excessive time assisting users who were confused about product selection or needed help correcting ordering mistakes.
- Revenue loss due to abandoned carts and incorrect orders - The unclear user experience led to a higher rate of cart abandonment and order errors, directly impacting revenue through lost sales opportunities and costly fulfillment issues.
Condor needed a solution that would simplify product selection and improve the overall ecommerce experience—especially for technically complex product lines.
Synchronicity implemented a strategic, user-centered redesign built on discovery, analytics, and UX best practices.
Key Steps in Our Process:
- Discovery & Persona Development: Through stakeholder interviews and customer behavior analysis, we developed clear user personas—ranging from industrial buyers to maintenance professionals—each with distinct goals and technical expertise.
- Site Analytics & Drop-off Analysis: We examined heatmaps and site data to identify where users were abandoning sessions or getting confused during the ordering process. Particular attention was paid to paths leading to replacement part purchases.
- UX & Navigation Redesign: We restructured product pages and category flows to support easier navigation, adding visual identification guides and filtering tools that made it simple for users to find the exact part they needed.
- Conversion-Focused Ecommerce Design: By implementing a cleaner, more intuitive interface, we reduced friction across the user journey—from initial research through final checkout.
Increased Accuracy in Part Selection
Customers were able to find the correct parts the first time.
Reduced Drop-Off in Purchase Flow
Users completed purchases with less confusion.
Lower Operational Costs
Reduced shipping errors—saving time and labor costs.
Bringing The Plan To Life
The Results
The redesigned ecommerce experience has delivered measurable improvements for Condor-USA:
- Significant decrease in returned orders due to incorrect part selection - The redesigned user experience led to a significant decrease in returned orders, as customers were now able to accurately identify and select the correct replacement parts, reducing errors caused by confusion or misidentification during the ordering process.
- Lower shipping and fulfillment costs - By significantly reducing the number of incorrect orders and product returns, Condor-USA experienced a measurable decrease in shipping expenses, restocking efforts, and fulfillment-related labor—ultimately lowering their operational costs and improving logistical efficiency.
- Increased customer satisfaction and fewer support inquiries -
The improved website experience empowered customers to confidently find and order the correct parts on their own, leading to higher satisfaction scores, more repeat purchases, and a notable reduction in support tickets and phone inquiries related to part identification or order errors.
“Synchronicity took the time to understand our customers and business challenges. The result is a website that works for our users and drives real results.”
— Condor-USA Representative
Effective UX design is essential to a website’s success, as it directly impacts how users interact with and perceive the site.
User Experience Design (UX Design)
By enhancing usability, accessibility, and efficiency, strong UX ensures that visitors can intuitively navigate the site and quickly find the information they need. This not only increases user satisfaction and engagement but also contributes to higher conversion rates. Moreover, a seamless and user-friendly experience builds trust and credibility—key factors in encouraging repeat visits and customer loyalty. In today’s competitive digital landscape, exceptional UX design serves as a powerful differentiator, giving businesses a distinct edge over competitors.
A professionally designed website plays a vital role in building trust and establishing credibility with visitors from the very first interaction.
Website Design
When users encounter a clean, intuitive, and visually appealing interface, they’re more likely to explore the content, engage with your services, and ultimately convert into customers. An effective design streamlines the user experience by making navigation effortless and ensuring that key information is accessible with minimal friction—both of which contribute to higher engagement and conversion rates.
