Thermo Fisher Scientific eCommerce UX
Thermo Fisher Scientific (TFS) is both a manufacturer and vendor of products for scientific research in academic, pharmaceutical, medical, commercial, and private labs. Hundreds of thousands of products are meticulously organized by product category into many nested levels.
Each user group brings a unique mental model specific to their own field. This meant that every user expected different search parameters, and usage data revealed a lot of frustration with every conceivable content structure.
Each business unit had its own goals, too. For example, the OEM wanted to boost sales of private label products, while the account partners didn’t want to upset vendors and damage relationships. The IT group needed a more lightweight search results page to minimize server stress.
Strategic use of metadata provided an elegant, frictionless search experience. Careful page design and prioritization of the search results fulfilled every business requirement.
Recommendations by product category, workflow solution, and popularity let users overcome the catalog taxonomy to find exactly what they need.