Luxury Retail · New York · Shopify
A luxury lifestyle brand had invested heavily in product photography and brand identity but their Shopify store was actively undermining their positioning. Checkout abandonment was running at 78%, the mobile experience was broken on key devices, and their custom payment gateway integration had an 11% failure rate causing silent lost sales.
They had tried two previous agencies before approaching HatchHope — both had delivered patch fixes that created new problems. They needed a complete rebuild done right, with no tolerance for further disruption.
We started with a comprehensive UX audit and anonymous user session recordings to understand exactly where and why shoppers were abandoning. The data revealed three critical failure points: a confusing size guide flow, a non-standard checkout that broke on iOS Safari, and a payment gateway mismatch that caused card declines without customer notification.
We rebuilt the entire Shopify store from scratch using a bespoke theme with atomic design system components. The checkout was rebuilt to Shopify's latest best-practice standards with a custom payment gateway integration tested across 14 device/browser combinations. We implemented lazy loading for product images, critical CSS inlining, and a mobile-first navigation system that reduced tap targets and eliminated the iOS Safari bug entirely.
"HatchHope didn't just fix our store — they transformed how we think about our digital presence. The attention to detail, the strategic thinking, and the delivery quality were unlike any agency we'd worked with before."