Case Study

Introduction

Helping users build their mattress and compare features through a new PDP buy box structure

Overview

In my role at Tempur, I lead annual UX benchmarking and user research initiatives across all core pages for TEMPUR International. I focused on collecting qualitative insights through Hotjar and Google Analytics, A/B testing to evaluate site usability and navigation. This research uncovered key themes and usability challenges that shaped the direction of our next-phase design work.

In close collaboration with our development team, we created new Product Detail Page (PDP) concepts aimed at solving user pain points through two distinct UX approaches. By testing these concepts side by side, we’re able to validate our hypotheses and better understand which experiences most effectively engage and convert our customers.

Team

Lead UX UI, Backend & Frontend Developers

Tools

Figma, Hotjar, Google Analytics, A/B Testing Salesforce

Design Solutions

Visuals, content, hierarchy – 2 unique concepts A/B tested

Usability Testing the Old

User research

Uncovering user pain points in the old mattress product page template

Methodology

Using Hotjar and Google Analytics, I conducted a mixed-methods usability analysis focused on the mattress PDP. Heatmaps and session recordings from Hotjar provided qualitative insights into user behavior—such as scroll depth, click patterns, and hesitation points—across both desktop and mobile sessions. In parallel, Google Analytics helped identify high-exit points, bounce rates, and user flow drop-offs. Together, these tools revealed key friction areas in the user journey, which directly informed priorities for the PDP redesign.

User Qualifications

Ages 26–65

Household income of $40k–$150k

Must purchase products online at least every day, week or month

Have purchased from a select list of major brands including TEMPUR, Dreams, John Lewis, Amazon

Identified improvement areas

After watching user recordings, I identified key themes that would drive the redesign of the page to have a more intuitive experience and address pain points.

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After watching all user sessions, I created a deck that highlights user feedback and recommendations for a new PDP structure. This deck was sent out to Serta stakeholders such as the brand, product, creative, copy and SEO.

Exploring solutions

Concept 1

A simplified layout with benefit-led content and a clear step up story

Hierarchy & content

A refreshed page with user priority in mind — comparing high-level info in the buy box with in-depth details below the fold + reduced modules

Visual upgrades & a new variant structure within the buy box

By adding supporting images to variants, users are able to quickly compare options, plus, new variant layout allows users to only see what’s available per model. A new order summary brings clarity and transparency to pricing.