EXPRESS.com, leading American fashion retailer, made major site search enhancements recently that helps them connect their customers to the right products faster than ever before. You will learn: - How you can use site search as a strategic competitive advantage in fashion eCommerce - Merchandising capabilities that helped EXPRESS apply specific business rules at scale - Key site search enhancements that improved customer experience on EXPRESS.com

1. [WEBINAR] How EXPRESS improved Site Search to get
customers to the right products, faster than ever

2. +
Monal Patel
SVP & CBO, UNBXD
Dylan Telford
Sr. Manager, Product Management
EXPRESS.COM
Guest Speaker Presenter
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3. An omnichannel retail professional with over 11 years of hands-on
specialty retail experience in both brick-and-mortar, and digital
commerce environments. Currently leading the evolution of the
EXPRESS digital customer experience, Dylan specializes in
implementing new digital products that blur the line between in-store
and online shopping.
MEET TODAY’S SPEAKERS
Dylan Telford - Sr. Manager, Product Management
EXPRESS.COM
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4. MEET TODAY’S SPEAKERS
At Unbxd, Monal helps eCommerce companies solve their product
discovery problems and create growth by providing new and
improved approaches to decision making. Monal has 15+ years of
experience in the software & retail industry and is a seasoned
speaker at major eCommerce events like Etail West, MivaCon,
Fashion Digital, Etail East, etc. Monal holds a Masters degree in
Engineering from University of Southern California.
Monal Patel - SVP & CBO UNBXD Inc.
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5. ABOUT UNBXD
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▪ Disruptive Technology in Product Discovery
▪ Enterprise Solutions for eCommerce
▪ 400+ eTail customers in US
▪ 1200+ eTail customers in over 40 countries
▪ Serves 1.5 billion interactions per month

6. CUSTOMERS
400+ US Customers
1200+ Global Customers
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7. 1. About EXPRESS
2. Understanding shopper behavior on EXPRESS.COM
3. How site search became an immediate priority for EXPRESS
4. How UNBXD fixed site search problems for EXPRESS
5. Results: Happy shoppers that convert well
AGENDA
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8. ▪ Founded in 1980: One of the leading fashion retailers in the USA
▪ Over 600 stores across the globe
▪ Launched their online store in 2008
▪ Prides itself on having a lot of long-term loyal customers, online and offline
ABOUT EXPRESS
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9. Shopping behavior on
EXPRESS.COM
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10. Customer first. Not Device first.
KEEPING SHOPPERS ON THEIR CONVENIENCE JOURNEY
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11. MEN ARE ON A MISSION
Men: Focused, result-oriented shoppers
How to design experiences for them: Help them get to the relevant products
faster and with minimal effort
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- Less price sensitive than women
- Most likely to buy styles they are familiar with
- Personalize their search experience

12. Women: Discovery-oriented shoppers
How to design experiences for them: Make shopping fun, exciting, and enjoyable for them
WOMEN ARE ON A JOURNEY
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- More price sensitive than men
- Open to suggestions that maybe
outside of their initial purpose of
visiting

13. Why solving for search has
become so critical?
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14. Two types of shoppers who use site search:
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ADDRESSING MUST-WIN SHOPPERS
Site search shoppers convert much better than non-searchers
Time on site for search visitors is much higher than non-searchers
- Shoppers with a purpose
- Shoppers who used browse first but din’t find what they are looking for

15. FIXING SITE SEARCH: AN IMMEDIATE PRIORITY FOR
EXPRESS.COM
a. Previous search didn’t meet the convenience expectations of shoppers
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16. a. Previous search didn’t meet the
convenience expectations of shoppers
b. The need for efficient merchandising
FIXING SITE SEARCH: AN IMMEDIATE PRIORITY FOR
EXPRESS.COM
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17. WHY UNBXD?
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18. THE EVALUATION PROCESS
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- Evaluated based on 200 questions
- 7 vendors shortlisted
- Clear winner on many factors

19. UNBXD - A CLEAR WINNER
1. Best in technology
2. Great implementation approach
 Minimal impact on EXPRESS’ IT resources
 Optimized solution for every query
 On-time delivery within 6-8 weeks
3. No obligation 90-day POC
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20. Empowering EXPRESS.COM
with a search that sells
How UNBXD delivered a superior product-findability experience
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21. 21
Helping
shoppers
find the right
products faster

22. a. Understanding
shopper intent
Product name
HELPING SHOPPERS FIND THE RIGHT PRODUCTS FASTER
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Product attribute “color”
Product attribute
“fabric”

23. a. Understanding shopper
intent
b. Ensuring better product
discovery and
engagement through
diversity algorithm
HELPING SHOPPERS FIND THE RIGHT PRODUCTS FASTER
Printed Shirt
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Casual Shirt
Formal Short Coat Casual Dress

24. a. Understanding shopper intent
b. Ensuring better product discovery and
engagement through diversity
algorithm
c. Delivering a more relevant experience
with image variance match
HELPING SHOPPERS FIND THE RIGHT PRODUCTS FASTER
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25. FIXING RELEVANCY IS VERY IMPORTANT BUT NOT SUFFICIENT
Visual autosuggest
powered by UNBXD on
EXPRESS.COM
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26. Helping
shoppers
make buying
decisions
quickly
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27. HELPING SHOPPERS MAKE BUYING DECISIONS QUICKLY
a. Influencing purchase
decisions with wisdom of
the crowd.
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Displays popular products for
each query suggestion on
mouse hover

28. a. Influencing purchase
decisions with wisdom of the
crowd
b. Guide them to reach
relevant products faster
Guided search to narrow
categories in fewer number of
clicks
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HELPING SHOPPERS MAKE BUYING DECISIONS QUICKLY

29. Optimizing search for mobile
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30. ADDRESSING THE UNIQUE LIMITATIONS OF
MOBILE SEARCH
- Minimizing the amount of typing
- Optimizing for limited bandwidth
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31. DIVERSE RESULTS ON MOBILE TO AVOID UNNECESSARY
PAGE SCROLLS
Diverse styles displayed
for the query ‘’blue tops’’
on EXPRESS’ mobile site
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32. How improved merchandising
made things effective, efficient
and scalable
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33. PROMOTING STYLES MADE EASIER AT SCALE
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34. ACCOUNTING FOR MISSPELLINGS AND CUSTOMER
TERMINOLOGY
- Shoppers completed their
queries successfully regardless
of spell errors or the customer
terminology used.
- Saved a lot of time by
eliminating the need to
manually add a customized list
of synonyms.
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35. Before After
TURNING DEAD-ENDS INTO OPPORTUNITIES
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No results were shown for
“sweaters on discount”

36. HOLIDAY READINESS
- Checked for over 20X traffic
- Automatic scale up and scale out
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STRESS TESTING

37. EFFECTIVE MERCHANDISING SAVED
TREMENDOUS TIME AND EFFORT, WHILE
IMPROVING CUSTOMER EXPERIENCE AND
SEARCH CONVERSIONS ON THE SITE
RESULTS: HAPPY SHOPPERS WHO CONVERT BETTER
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18%
INCREASE IN
SEARCH
CONVERSIONS
30%
INCREASE IN
SHOPPERS
USING SITE
SEARCH
16%
INCREASE IN
ORDERS
FROM SITE
SEARCH
20%
INCREASE IN
‘ADD TO
CARTS’
FROM SITE
SEARCH

38. QUESTIONS
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39. THANK YOU!
MONAL PATEL
monal@unbxd.com
302-276-4673
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