When the market changes-like it's changing right now-and you suddenly get different online customers than the ones you are used to, how do you make sure your website works for all of them:

Those who are nervous about shopping online
Those who never wanted to do it in the first place (but now have to)
And those who would usually go to a competitor but are now giving you a try?
Plus, while you do all of the above, how do you keep your existing customers happy and make sure that they, too, can still find what they want on your site and leave satisfied?

To find some answers, I had a virtual coffee break with Aly Abel, UX researcher at Moonpig.com, who has been dealing with this issue since the Covid-19 situation began. We recorded our conversation, and you can watch the video /read the transcript below.