Create a journey that is simpler and easier for customer and staff
The existing website, whilst functional didn’t offer customers a great experience online, as a result, it was common that their customers would turn to the phone to place orders rather than self-serving online.
New customers had even more barriers as trade account registration was a manual offline process. This resulted in delays before a new customer could place an order, or even see any pricing online.
With the rate of growth Gadsby was seeing, keeping the website up-to-date with stock levels, pricing and orders was becoming a monumental task due to the manual link between the website and their back-end inventory management and accounting platform, Sage 200.
Our first goal was to create an improved user experience for both new and existing customers, to make the online experience a delight so customers felt empowered to self-serve, rather than having to calling up to place an order or register for an account which was a fairly common occurrence.
We worked closely with Gadsby to understand common questions being asked by customers and challenges customers regularly encountered, this gave us some fantastic insight which helped to shape up the new website.