What: I have together with my team lead all experience around du:s e-commerce. From off line to online. I have lead all experience thinking around new customers within digital retail opportunities, kiosks and e-commerce. I have lead all the experience vision of how to move our customers into our app where we up sell using proactive personalisation. I have also set up and lead the continues optimisation to drive conversion using AB testing.
I have also lead all partnership experiences integrated in the du systems and applications for the likes of Netflix, Amazon and Apple etc.
My role: UX and Creative Director for du.
My goal have been to create a seamless connected experience:
Todays customers move seamlessly between offline and online, therefore we must consider all touch points in a seamless consistent experience journey.
At du I have put a lot of focus on our customers “Macro moments”. These are the moments that will drive potential customers to the e-commerce platform. These are all the moments where a user is still browsing and open to suggestions. This happens in social media, paid media and on a websites home page.
I put an equal amount of effort into “Micro moments”. This is all the moments when the users have decided on your offering. It’s any businesses make or break moment. Get the funnel right by offering personalised content and UX in a one or two click journey. Put USP:s and reassurance at the forefront. Use continues personalised micro copy along the way and with a choice of easy payment like Apple pay using Biometrics.
Ones on-boarded to the app or other identified customer platforms, make it personal.
By offering a personalised up sell and cross sell via our notification “voice” within the app we saw big increase in both engagement and conversion. Our highest conversion noted a +54% increase.