Market research case study:
Barriers to buying preloved fashion

WRAP

The challenge

WRAP, a global NGO driving sustainable consumption, commissioned DJS Research to explore how preloved clothing platforms could better appeal to consumers who had never previously purchased second-hand clothing online.

WRAP sought to understand the attitudes and behaviours of individuals who have never used preloved clothing platforms. The objective was to identify barriers to engagement and pinpoint opportunities to make preloved fashion a more mainstream and appealing choice, particularly for first-time buyers.

The approach

We conducted 29 in-person accompanied surfs with eye tracking to understand how preloved websites are used and where the friction points are for new visitors.

A follow-up online survey was used to assess any shifts in behaviour post-research. The study targeted individuals who had never bought clothing from preloved websites or apps, using COM-B behavioural theory, to guide analysis.

The results

The research highlighted key barriers to preloved adoption, including low awareness, hygiene concerns, return policy issues, and product quality. It also revealed that clear presentation, professional branding, and trust signals (affiliation with a recognised charity or brand) significantly improve user confidence.

Barriers to buying preloved fashion case study image 1 Barriers to buying preloved fashion case study image 2
Barriers to buying preloved fashion case study image 2
Barriers to buying preloved fashion case study image 1

Case study:
Barriers to buying preloved fashion

WRAP

The challenge

WRAP, a global NGO driving sustainable consumption, commissioned DJS Research to explore how preloved clothing platforms could better appeal to consumers who had never previously purchased second-hand clothing online.

WRAP sought to understand the attitudes and behaviours of individuals who have never used preloved clothing platforms. The objective was to identify barriers to engagement and pinpoint opportunities to make preloved fashion a more mainstream and appealing choice, particularly for first-time buyers.

The approach

The results

The research highlighted key barriers to preloved adoption, including low awareness, hygiene concerns, return policy issues, and product quality. It also revealed that clear presentation, professional branding, and trust signals (affiliation with a recognised charity or brand) significantly improve user confidence.

Barriers to buying preloved fashion case study image 2
Barriers to buying preloved fashion case study image 2