Empowering the customer by modernising the design visit.
Delivering value from the very start, we demonstrated our comprehensive understanding of Sharps’ value proposition and project goals during our initial chemistry meeting. Sharps outlined their key performance indicators, expressing their desire to enhance their website to create a unified brand identity across various channels, boost online conversion rates from visitors to potential customers, increase both the quantity and quality of design visit bookings, and improve data capture, management, and customer insights to provide a tailored experience. Alongside customer interviews, our research team also took on the perspective of potential customers to thoroughly experience the website firsthand. We found that there was insufficient guidance and social encouragement to help convince users to schedule a design visit. After identifying these issues, we began crafting key user journeys to present in our first meeting. By sharing our findings and initial design concepts, we effectively showcased our understanding of Sharps and their clientele. Sharps endorsed our suggestions, and the designs underwent minimal adjustments throughout the process. The final output is a revamped experience that aligns Sharps’ online presence with their offline and above-the-line interactions, while being considerate of a potential customer’s mindset while browsing. The new site offers greater self-service educational content and extensive details about the process, addressing common inquiries to facilitate conversions. To alleviate concerns before converting, we clearly outlined the sales, design, and installation processes, ensuring customers knew what to expect at every stage.