Talk CX’y to me: Search & Discovery Insights
Why Search & Discovery matters
Your search bar and navigation aren’t just tools , they’re your customers’ entry point. Done right, they guide, inspire, and convert. Done wrong, they frustrate and push shoppers away.
Best practice hacks to nail Search & Discovery
- Multi-word queries: Search bars need to handle two or three words without breaking.
- Trending terms: Regularly check what your shoppers are searching for in your segment.
- Typos happen: “Red dreesss” should still find red dresses.
- Curated content: Highlight most loved, best rated, selling fast or coming soon (perfect for capturing emails).
- Product images with details: Show available sizes and colours right in catalogue view.
Pop-ups and banners , friend or foe?
We all love data collection, but don’t interrupt too soon. Think of it like being in a store: let customers look around before tapping them on the shoulder.
Good practice: wait at least 30 seconds, clear close button, mobile-friendly size.Bad practice: full-screen blocks, hidden exit buttons, or instant pop-ups.
Navigation : keep it simple
Navigation should feel natural and intuitive:
- No more than 3 clicks to find a product group.
- Put the most popular categories first.
- Mega menus work well for large ranges (use icons/visuals).
- Keep desktop and mobile aligned.
Product descriptions : your virtual sales rep
Product pages are where decisions happen:
- Show model sizes.
- Keep descriptions scannable (bullets, bold text).
- Be upfront with delivery, returns, and warranty.
- Add icons to highlight benefits.
- Let your brand voice shine.
Filters that empower shoppers
Filters aren’t just functional , they give control.
- Price sliders (not fixed boxes).
- Use-case filters (e.g. sport, support level).
- Easy “Clear all” options.
- Correct product tagging is non-negotiable.
- Bonus: add sustainability as a filter where relevant.
CX leaders in Search & Discovery:
Brands setting the standard this month include:Bonds, LSKD, Twoobs, Modibodi, Sephora, Oz Hair & Beauty, The North Face, Witchery, Levi’s, and Muscle Nation.*
Key takeaway
Great Search & Discovery is about making shopping seamless and inspiring. By removing friction and helping customers find what they want (or what they didn’t know they wanted), brands unlock higher conversion, better retention, and happier customers.
This is part of Humii’s monthly Talk CX’y to Me series. Stay tuned for next month’s edition where we’ll explore Navigation in depth.
* The list of top performing clients is accurate as of Q3 2025 and is subject to change.
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