Understanding your customers’ needs, wants, habits and behaviour is essential when designing online retail consumer experiences. 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 site and brand specific opportunities and insights to enhance the performance of the future site.

Thanks to good social media engagement Lily O’Brien’s were 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 customers increased the number of individual sales while new functionality, such as limited time offers, increased the average purchase value. These and other on-going enhancements assisted in a sustained increase to online revenue.

... you never know what you’re going to get. The same can be true when trying to predict customer behaviour. This is why we use ongoing online experiments to better understand customers and optimise the choices they are presented with. Our experiments with colour and placement of seasonal promotions such as Valentine's, Easter and Christmas saw up to 92% more of these products being added to the customers’ cart.