From heritage to high growth: we increased conversion by over 20% for a luxury e-commerce brand.

The Challenge

We were asked to help the company align business goals with long-term customer needs. Prior to this project, there was no clear strategy in the team, which resulted in numerous conversion opportunities lost, miscommunication between teams and vague project roadmaps focused on fixing errors of today.

The Solution

Strategic action plan for the next 5 years with a list of new customer experience Key Performance Indicators (KPIs) used to track the results and progress of all new CX and design projects.
Clear objectives for the design team set against a 5-year business plan and business needs.
Improved ways of working and efficiency of the team.
Streamlined project documentation containing previously absent or neglected project objectives & key results (OKRs).
Introduction of new KPIs to track the impact of all experience changes.

The Results

Results within the next 6 months showed:

+20% increase in conversion with the first projects.
Improved customer recommendation by +8%.
Reduced customer contacts by 75%.
Customers say they find the website significantly easier to use and are 15% more likely to recommend it to new customers.

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