Early in the engagement, UpTop focused on site‑wide navigation and usability improvements for Mattress Firm’s core e‑commerce experience. This included redesigning the homepage, header, footer and nav bar to create a more intuitive and consistent user journey. A pivotal update was the introduction of category landing pages, which improved browsing and product discovery significantly.
Following that, we addressed the shopping cart and checkout experience. Because users expressed concerns around trust, transparency and ease of purchase, we revamped the entire checkout flow: clearer UX copy, streamlined design, support for simplified one‑click purchasing, and mobile‑first considerations — all aimed at reducing friction and improving conversion.
Parallel to that work, UpTop supported Mattress Firm’s brand integration and acquisition work: ensuring that acquired brands (1800‑Mattress, Sleep Experts, Sleepys) were onboarded into coherent digital flows, while preserving differentiated brand identities; we helped define the digital architecture and user journeys so that each brand could share core commerce infrastructure but maintain a unique brand voice.
Additionally, UpTop partnered with Mattress Firm to bring its private‑label “bed‑in‑a‑box” mattresses to market — notably Dreambed and its Tulo brand. For Tulo, UpTop helped define the brand identity, design and launch a standalone website, craft the overall customer experience (CX) for the direct-to-consumer/bed‑in‑a‑box model, and align listing, product discovery, checkout and fulfilment flows. This enabled Mattress Firm to expand from being a retailer of many brands into a creator and marketer of its own sleep‑brands.
Finally, UpTop conducted a Post‑Purchase UX audit covering six customer scenarios (for Mattress Firm and its newer brands). Through persona development, journey mapping, sentiment analysis, usability testing and competitive benchmarking, we identified and enhanced touchpoints after the sale — including delivery, unboxing, returns, customer‑support, and cross‑brand loyalty pathways — often an overlooked area in e‑commerce.
