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How FTD Uses UX Analysis to Weed Out Friction Points in the Shopper Journey

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The Mercury POS component had originally been launched in 2003 , and hadn’t been updated for approximately 10 years, noted Powell. We needed to account for those things in the changes we’re doing,” said Powell. That’s why we’ve ‘gone to war’ on getting order routing right, and it’s driven down our refund rates, ” he added.