Product experience

Product experience covers every perception and interaction a customer has with a product, from discovering it online through to using it. It takes in presentation, information and the lived experience of the product.

What makes up the product experience

Product experience is built through the quality of visuals, the richness of descriptions, customer reviews, demonstration videos, user guides, and how easy the product itself is to use. Every element helps reassure and win over the customer.

Impact on conversion

A carefully crafted product experience removes doubts at the point of purchase, reduces cart abandonment, limits returns and generates positive reviews. It matters most in e-commerce, where the customer cannot physically handle the product.

A concrete example

A cosmetics brand manages 800 products. Before PXM: identical product records everywhere, with dry technical descriptions. Conversion rate: 1.2%. With PXM: on the e-commerce site, every product shows video tutorials, before-and-after shots and personalized beauty routines. On Instagram Shopping, inspirational content and user-generated content. In store, tablets with augmented reality for virtual try-on. The result: a 3.8% conversion rate and an average basket up 45%.