Understanding your customer’s needs, wants, habits, and behaviour is essential when designing online retail customer journeys. Our first priority before designing and deploying the Lily’s site on an enterprise platform, integrated with an ERP system was to delve deep into the analytics and customer feedback that the initial experience provided. Our analysis identified website design and brand-specific opportunities and insights to enhance the performance of the future site.

Thanks to good social media engagement Lily O’Brien’s was achieving good site traffic but needed to convert this interest to revenue. Our insight-driven enhancements, such as optimised navigation and simplified check-out for mobile customer journeys, increased the number of individual sales, while new functionality, such as limited-time offers, increased the average purchase value. These and other ongoing website design enhancements assisted in a sustained increase in online revenue. The site management tools we implemented also empowered the Lily O’Brien team to introduce and market new product lines, deepening their relationship with their customers and growing brand value in a competitive market. Now that’s sweet.