Not on the High Street
Realising the online business potential of Not on the High Street
This online retailer’s inspiring business idea was
already achieving success, but statistics revealed that initial homepage hits
were not converting into expected sales.
Face to face contact
We worked very closely with the business owners,
and brought them face to face with their customers – something that, as an
online retailer, they had never experienced.
Then in a specially tailored workshop, we worked collaboratively with
the team to identify the key areas where their overall service design could be
improved to radically increase sales.
This enabled the crucial usability issues to be
brought into focus as well as providing insights into the enhanced shopping
experience customers wanted.
On our recommendations, the team overhauled the
site navigation, redesigned the payment process and changed the way they
displayed products. We were also able to help translate user insights from the
workshop into enhancements to the experience design of the site.
Sales doubled within just one month of the
recommendations being implemented and the annual sales growth rocketed to 673%.
Later that year the site was voted ‘MSN Shopping
Site of the Year 2007’.