Carlo's Bakery grew to fame from the hit TLC show Cake Boss starring Buddy Valastro. Since the success of the hit show, the company has expanded to over 15 bakeries nationwide. This mom-and-pop shop was overwhelmed by the rapid expansion, and I was along for the ride!
I was brought in with the core focus of improving the web experience. With minimal experience and a huge opportunity, I was excited, eager and a little bit in over my head to be in charge of the e-commerce website.
The growing company was looking for someone to manage their ecommerce website on the Magento platform and make data-driven design decisions in order to improve the overall experience. The team placed a lot of trust in me to own the web experience and implement googles analytics in order to understand user behavior and enhance the user experience. My role as web strategist consisted of setting up a website structure, optimizing the conversion rate and improving the overall user experience.
The first task: creating a more user-friendly cake gallery. Originally, the cake gallery was a carousel of images. After seeing a low time on the page and a frustrated customer service team, I moved forward with reformatting the layout of the cake gallery to be a masonry grid.
In order to do so, we needed to clean up the images and reshoot a lot of cakes - but the effort was worth it. The time spent on each cake gallery increased by nearly 50%, and users could quickly browse through cakes (rather than endlessly scrolling through a carousel). All in all, the cake gallery was a success!
The next challenge was adding more detail about each bakery - and having dedicated "location pages" for each storefront. Before we knew it, we were at 10+ bakeries so this quickly became a big painpoint for our CSRs.
I added a dedicated "Location" section to the navigation, and created location pages for each bakery. After talking with the team, the priorities were: the bakery menu, FAQ, map, address, email address, phone number and hours. Our customer service reps received significantly less calls and the stores received more calls that converted into business.
The vision for these pages were to have a social media stream from that location, a "meet the manager" section, and more features to get to know the bakery. But unfortunately priorities are priorities and I was onto the next project.
Along with the website, I was in charge of sending out bi-weekly emails to our database of over 500k customers segmented by preferred bakery, ecommerce purchases, etc.
I worked closely with the store managers to provide them with marketing material and any print material they needed. This includes holiday menus, standard menus, promotional material and posters.