When northwest eye design began to adapt the website, there was one point that it would not compromise. Is patient treatment. The Washington based company mainly produces artificial eyes, but also sells related products such as eye patches, lubricants and other accessories online. They base their business on patient care, so it’s important to communicate this on the website. But in real life, although it is reasonable to put patients at the center of diagnosis and treatment, how to translate it into virtual experience? We discussed with Emily spike, the administrative coordinator of North eye design, how to create a website that always puts customers first no matter what happens to the family business.
If you meet new people and tell them what you are doing, I think it will be very interesting. How to explain it in the simplest terms? It’s always an interesting conversation when people ask me where I work and what I do. People have many problems. This is not a common area. Before working here, I didn’t know about artificial snow. I tell people that we make artificial eyes for blind patients. Q. What are the most frequently asked questions? The first question is: \
The core value of Q. company is patient management. Can you tell me what that means? We walk with patients through the lost journey. When we found out that they were sad and this was completely new, we really supported them and their families together. Just like taking care of people, it is very important to make customized artificial iron supplements for eyeballs. We can make artificial eyes and people will act together happily. But we really take care of all people and really invest in their happiness. Q. How did you redesign the website to attract patients to the center of experience?
Here’s an amazing fact about the website. All photos include our patients. All photos are taken by our patients. We want a lot of photos to convey the artistry of our opticians. Male, but not limited to image. From the perspective of UX (user experience), we map everything by imagining how the new patient experience shows and feels. Is information easy to find? Is it easy to connect? We give all patients full access to the website for their convenience. Q. Is online store the main force at the beginning?
I joined the team in 2016 mainly to help online stores. Almost no maintenance. I was busy updating the price and photos and did it with part time. Soon, the role was transferred to the administrative mediator. Q. what do you sell? Shopkeepers wanted to make it easier for patients to access the products they needed, so they entered the network in 2007. We sell products for artificial eyes and above, special products for eye Management (allergy relievers, artificial tears products, eyelid management products, etc.). If the patient has eye problems, you can go directly to the website to get the required content.
Q. in the process of overall redesign, has the website been transferred to the text printer? We migrated from volution to WordPress and redesigned the site for various reasons. It is old-fashioned and quite rough from the user’s point of view. Finally changed the name and brand. Q. How did you choose word press and woocommerce? Retail stores are the real driving force for us. We looked at other options, using Shopify and all other platforms, what we get from here is
If so, I found something lost there. No other single platform offers everything. Therefore, we can easily move to WordPress and woocommerce.
Woocomerce is plug and play for people like me who have never built a website and don’t know how to code. I can add products to the store. We don’t need to rely on designers to do anything for us. From a cost perspective, this is a victory. By default, it can be easily customized and extended even if there are no necessary functions. Q. What is your most commonly used plug-in? We have difficulties in global distribution and international distribution. Shipstation automatically generates customs information to simplify the process. It’s not hard for us to take out and load the goods. Click and print to complete the preparation. It also enables us to brand important packaging and distribution labels because we have invested in a new brand.
Q. Use jilt in email marketing. Is it? We use jilt to automate customer email. There are a variety of ways to communicate using the platform, such as press releases, sales notices, follow-up emails and abandoned shopping cart emails. It’s worth the time and effort to create tools. From the perspective of cost, it is paid by itself. Q. What else do you do to market your website? Jilt is actually relatively new to us. At the beginning of this year, in order to improve our marketing efforts, we began to cooperate with digital marketing companies. E-mail is instantly recognized.
To attract new customers, we started creating blog content and running Google ads. In addition, adroll has been implemented to improve the first-time customer conversion rate and repurchase rate. Our sales have declined slightly for a long time, and our monthly profit has been more than 60% recently. Q. What other plug-ins do you find useful? Akismet anti spam does not need to delete spam comments on products and blog posts. Woocomerce tax simplifies tax calculations and tax rates. Tidio helps improve conversion rates and provides excellent customer service through real-time chat. By subscribing to woocommerce, customers can get products they use regularly. Subscriptions are more popular than we expected. We are really moved. Q. Before closing, is there any particularly compelling story of a few years?
We have a boy who has had artificial eyes since childhood. He is five or six now. As soon as his family comes in, we all hug each other. But the best thing is that every time he comes in, he wears Harry Potter, Peter Pan and other clothes. Recently, he came to collect new supplements because the old ones were too big. Part of the process is to make a silicon mold on the socket. It’s an uncomfortable, strange feeling that children can make difficult. This time, he dressed up as Indiana Jones, so he put spiders on the ceiling and played music on the track to distract people’s attention and see what happened to him.
