Clear ownership and one reliable partner in charge of security, UX, and analytics

About The Met

The Met Store is the eCommerce arm of The Metropolitan Museum of Art, the largest museum in the United States. The store operates on Magento (Adobe Commerce) and supports a broad catalog of museum merchandise, strict security and accessibility requirements, and multiple third-party integrations across CRM, merchandising, marketing, and analytics. Delivery reliability directly affects revenue, visitor experience, and internal coordination across retail, digital, and operations teams.

Problem

Multiple initiatives were active at the same time, including checkout improvements, UX work, analytics updates, infrastructure changes, and security maintenance. However, no single party owned delivery end to end. Issues were fixed in isolation, then reappeared elsewhere. Internal teams spent growing amounts of time coordinating vendors, clarifying responsibilities, and reacting to problems instead of moving the roadmap forward.

The issues showed up as:

• Multiple vendors working across the same areas without clear end-to-end ownership
• Issues resurfacing after fixes because responsibility stopped at task completion
• Reactive support cycles replacing planned stabilization and prevention
• Checkout friction identified but difficult to address systematically
• Analytics and tracking inconsistencies across teams and properties
• Ongoing performance and security risks requiring frequent intervention.

Solution

Delivery ownership reset

A single accountable delivery model was established across eCommerce, checkout, analytics, infrastructure, and ongoing support. This clarified responsibility for outcomes and gave internal teams one clear point for prioritization, escalation, and coordination.

Execution sequencing

Work was deliberately re-sequenced to reduce firefighting. Stability and infrastructure issues were addressed first, including recurring code-level problems, server performance constraints, and security risks. Once the core store was stable, focus shifted to UX improvements, checkout behavior, analytics consistency, and data visibility. This sequencing prevented teams from repeatedly fixing symptoms while underlying issues remained unresolved.

Analytics setup

Existing GA4 properties were audited to identify configuration issues and gaps in tracking. Tracking was consolidated into a unified analytics setup shared across teams. Historical data from Universal Analytics was exported into BigQuery and visualized in Looker Studio, restoring long-term visibility and enabling consistent reporting across departments.

Checkout flow recovery

Checkout behavior was reviewed using quantitative analysis, checkout tracing, and user testing on mobile and desktop. Improvements focused on simplifying the checkout form, reducing unnecessary fields, improving mobile usability, and removing steps that frequently caused errors or user confusion.

Stability and security

Regular code audits, server performance analysis, security patching, and 24/7 monitoring were introduced. Issues were addressed as they arose, reducing repeat incidents and improving overall reliability. Ongoing support was reorganized around predictable health checks, on-demand intervention, and continuous CRO input, creating an operating rhythm internal teams could rely on.

Outcome

• Clear ownership established across eCommerce delivery, replacing fragmented responsibility.
• Delivery became more predictable, allowing teams to plan work instead of reacting to issues.
• Recurring issues addressed at the root rather than cycling through repeated fixes.
• Unified analytics and tracking enabled consistent reporting across teams.
• Checkout improvements implemented in a controlled, systematic way.
• Security and stability risks brought under continuous oversight.

Stuck with a delivery setup that’s hard to trust? We help teams regain clear ownership and move the roadmap forward with confidence. Book a 50-min ROI roadmap session with scandiweb.

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