In a busy and complex world, where everyone and everything is connected by technology, experiences matter more than ever. Usability directly impacts the quality of an experience, while great experiences create the loyalty and trust that enable brands to grow and companies to thrive. Usablenet’s mission is to be a strategic partner to clients by creating and delivering great experiences across all channels.
|21 JUNE 2012||
Marks & Spencer, John Lewis and Carphone Warehouse Recognized for Retail Technology Innovation
New York, NY – June 2012 – Usablenet, the world’s leading technology platform for mobile and multichannel customer engagement was recognized lastnight at the Retail Week Technology Awards in London for its work on retail innovation. Recent work with clients Marks and Spencer, John Lewis, and Carphone Warehouse were all award-nominees for their mobile and multichannel solutions. Both John Lewis and Carphone Warehouse were named finalists in the Mobile Solution of the Year category, and Marks and Spencer in the Multichannel Integration of the Year category.
Marks and Spencer: Innovative ‘Style Online’ Project and Cross Channel Support
M&S teamed with Usablenet to develop exciting new innovations in creating a true multichannel experience for M&S customers. The “Style Online” project feature large 46” touchscreens that run a flash application where customers can build outfits, watch catwalk videos, and browse products. Items can be ordered on sleek new touch screen kiosks called Browse & Order Points or from iPad carrying sales associates. A ticket is generated to hold items in a “virtual basket” for immediate or future purchase which can be done on the web or directly scanned to their phone. All channels are seamlessly connected so customers have the flexibility to start their shopping journey on one channel and seamlessly complete it on another,integrating everything into a full multichannel experience.
John Lewis: Comprehensive Mobile Strategy Leads to Multi-million Sales Channel
John Lewis presents a great example of a comprehensive mobile strategy, first partnering with Usablenet to develop a mobile site for the broadest reach -- allowing anyone with a web-enabled phone to do everything they can do on the John Lewis website – then creating an app for a more immersive experience. The native app leverages Usablenet’s Agile Web Services allowing for innovative design and functionality so loyal John Lewis fans can have a deeper engagement with the brand -- whether it’s engaging while in-store such as barcode scanning to access product information, or watching videos while on the go. The result is a much more informed buyer which led to positive results. John Lewis us now seeing on average eight percent of online traffic coming through mobile, and it has developed into amulti-million pound sales channel for the business.
Carphone Warehouse: Usability Brings Mobile Conversion to 50% of Desktop Conversion Rate
Carphone Warehouse saw an increasing number of online traffic coming from mobile and quickly realized customers needed an optimized experience. Partnering with Usablenet to create the best UI/UX for the CPW customer, Carphone Warehouse experienced dramatic results. Within the first two week so launch they saw 20% of total website traffic coming from mobile, with overall mobile traffic up 50% over the last year -- a faster rate of growth than desktop traffic. Mobile conversion numbers were equally impressive, at roughly 50% of the desktop conversion rate. In addition, Carphone Warehouse has recorded 13% of total mobile orders as “delivery to store”, further cementing mobile as an essential channel that binds their multichannel strategy together.