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Mobile Replay Analysis | Torrid
Project Type
Mobile Replay Analysis
Date
Fall 2024
Summary
I conducted a targeted mobile usability review of Torrid’s eCommerce experience using session replays and open-ended survey comments. The analysis surfaced key breakdowns in performance, login reliability, product discovery, and cart functionality, several of which were resolved following presentation.
My Role & Approach
As the usability analyst, I reviewed dozens of mobile session replays and mapped them to specific complaints in customer feedback. I structured findings by usability theme, performance, login, product discovery, and cart behavior and presented each as a standalone slide with video examples, usability rationale, and direct recommendations during a client call.
Problem
Users on Torrid’s mobile site faced performance issues, login failures, and inconsistent search/filter behavior, leading to lost trust, abandoned carts, and broken product discovery flows.
Implication
Persistent failures in basic shopping functionality created major points of friction. Even engaged users struggled to complete purchases, resulting in a compromised experience across high-intent sessions.
Recommendation
I delivered a slide-based report focused on product finding, login reliability, cart flow, and visual consistency. Several fixes were implemented, including horizontal scrolling issues and image display errors, based on this analysis.
This project was part of a usability engagement with Torrid, focused on improving the mobile experience based on open-ended customer feedback. My role was to identify and present usability issues using session replays, with the goal of uncovering actionable friction points that aligned with real user complaints.
I began by reviewing a multitude of session replays, guided by survey comments that highlighted recurring issues with site reliability, product discovery, and login behavior. This pairing of qualitative feedback with behavioral review allowed me to pinpoint exactly where users were getting stuck and why.
The audit focused on five core areas:
Site Performance – Images failed to render on search results and listing pages; some screens lagged during navigation or didn’t respond to scroll.
Login Reliability – Users were logged out mid-session or faced repeated login prompts while using the wishlist or attempting checkout.
Cart Functionality – Items disappeared from the bag unexpectedly, failed to add, or couldn’t be recovered after a login event.
Product Discovery – Inventory returned through search didn’t match filter results. Filters behaved inconsistently and lacked exclusivity. Availability info varied between navigation paths.
Interaction Clarity – The search input field wasn’t visually styled like a text entry, reducing discoverability.
Each of these issues was documented with replay video clips and presented during a live client call alongside our data analyst and customer service lead. I walked the client team through the usability breakdowns, explained the user impact, and paired each example with actionable recommendations and relevant best practices from other retail sites.
Following the audit, several issues were addressed, including horizontal scrolling and image reliability. While not all problems were confirmed resolved, the findings were well received and used to inform further site adjustments.
This project reinforced the power of combining survey sentiment with replay behavior. It also deepened my ability to communicate UX issues through behavior-first storytelling, where clients can see the breakdown, understand the root cause, and walk away with a clear solution.