Why are people visiting but not buying?
Checkout is losing the sale
Traffic is coming in. Customers are dropping off. The basket value is lower than it should be. You've made changes but the numbers haven't moved.
For established businesses
Your digital presence is letting your business down.
We work with business owners to fix the digital gap, whether that's a store that isn't converting, a product that isn't growing, or a presence that no longer reflects what you've built.
Lean Otter · Review outputs
Inside the Review
Checkout review Step 3 drop-off
9:41
ARKE
Delivery Payment
Merino crew neck
Navy · M
£89
Choose delivery
Standard · Free
3-5 working days
Express · £4.99
Next day by 1pm
Secure · Free returns · 5 star rated
Total £89.00
Payment feels like a leap rather than the natural next step.
Delivery options are clear enough. Reassurance is the missing piece.
Recommendation: simplify the final step and add trust before payment.
Drop-off starts here
Trust signals arrive too late
Recommendation: simplify and reassure earlier
Sound familiar?
Most digital investments don't deliver.
Most digital investment fails for the same reason. Nobody stopped to understand what was actually wrong before deciding what to build. So businesses spend on solutions that look right but don't fix anything and wonder why nothing changed.
33%
of UK customers switched brands last year because of a poor digital experience.
Launch outcome
Built before the problem was understood.
Failure rate
82%
of the effort landed in features nobody kept using.
Checkout rebuild High effort · low adoption
New onboarding flow Built fast · dropped faster
Self-serve dashboard Shipped complete · ignored
Where the gap shows up
Every business feels it differently
The gap between how good your business is and how good your digital presence says it is shows up in different ways. But the feeling is the same - something isn't working and you're not sure where to start.
Why isn't the product getting traction?
People try it, then quietly leave
You built it, launched it and usage isn't there. People sign up and quietly leave. The same complaints keep surfacing and you're not sure what's really driving them.
Why does the site no longer reflect the business?
Your website is undermining credibility
Your business has moved on but your website hasn't. It's costing you credibility in conversations you can't see.
What do we fix first?
The problem still isn't clear enough
Decisions are being made without the right expertise behind them. You know something needs to change but you don't know what to fix first.
How we work
The Review tells us where to go. You decide how far.
Some clients take the output of the Review and act on it internally. Others ask us to design and build the solution ourselves. Some want a senior partner embedded in the business over the longer term. We scope what comes next based on what the Review actually reveals, not what we assumed at the start.
Learn more about the Review
Start here
The Review
Understand the problem before deciding the path.
We examine the data, talk to your customers and stakeholders, and audit the experience you already have. The Review turns scattered signals into a clear diagnosis and a sensible next move.
Data analysis
Customer interviews
Stakeholder interviews
User experience audit
What comes out
Diagnosis Priorities Roadmap
Route 1
Design and Build
We turn the recommendations into a working solution and stay close through delivery.
Route 2
Fractional leadership
We stay embedded as a senior partner while your team executes the work.
Route 3
Handover
You take the diagnosis and roadmap forward yourself or with your existing team.
What the Review produces
Research, evidence, and a clear recommendation in one place.
The Review brings the signals together so you can see what customers are actually saying, where the friction sits, and what should happen next before anyone commits to a bigger build.
Lean Otter · Client Review Canvas
Recommendation pass
75%
Research findings
REC 00:04:23
"I gave up at the payment page, I didn't trust it was safe"
Louise S
Drop-off spikes on mobile
Checkout friction becomes visible at the handoff to payment.
- session data
Delivery language adds hesitation
Users pause when options feel similar or hidden.
- 6 interviews
We brought Lean Otter in to move fast without relying on opinions. Lightweight research and rapid prototyping informed key decisions and reduced the risk of building the wrong thing.
Jack Hayes
Director of Growth, VAFO Group
€605m revenue. One of Europe's five largest pet food producers.
Find out what's actually holding your digital presence back.
Two to three weeks. A senior team across your data, your product, and your customers. A clear view of what's wrong and exactly what to do about it.
Start a conversation