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The Pixel are delighted to announce that we have been shortlisted for two awards at The Drum awards: Digital Experience UX/CX - Farrow & Ball and Digital Experience: Retail - Poundland.
Here are the summaries for the award submissions:
Farrow & Ball - From Digital Paralysis to Personalisation at scale in 6 months
Creating Premium and innovative customer experience for the iconic brand Farrow & Ball Farrow & Ball, a renowned British heritage brand, embarked on a six-month digital transformation to elevate its customer experience to match its premium paints and wallpapers.
Collaborating with The Pixel, the project aimed to simplify the user journey from inspiration to purchase on their eCommerce platform. Key initiatives included a thorough UX discovery phase to identify pain points, resulting in a revamped Product Detail Page (PDP) with a streamlined finish and quantity selection process.
The introduction of a "Find the Right Finish" tool and a Paint Calculator significantly enhanced user self-service capabilities. Additionally, the sample purchasing process was optimised for quick and easy addition to the basket, improving the overall shopping experience. Personalisation played a crucial role, with dynamic content tailored to user behaviour, and a modular design system integrated inspirational content with commerce.
The results were substantial: a 10% increase in revenue, a 40% boost in website engagement, an 11% reduction in bounce rates, and a 71% rise in add-to-basket rates. This project highlights the power of strategic collaboration, rigorous research, and user-centric design in achieving outstanding UX and CX outcomes, transforming Farrow & Ball’s digital touchpoints into a seamless, inspiring customer journey.
Poundland's Digital Transformation: From High Street to Online Retail Excellence
In the last 12 months Poundland has revolutionised its digital presence, creating a seamless online experience for shoppers.
The launch of Poundland.co.uk has been made possible by the digital migration of its Poundshop.com operation and the opening of a digital fulfilment hub at its distribution centre in Darton, South Yorkshire.
The results have been remarkable, delivering >100,000 new customers, >300,000 new email subscribers, and a 90% increase in sessions - all translating to significant revenue growth for the brand.
Partnering with The Pixel, Poundland rebranded and re-launched Poundshop.com as Poundland.co.uk in September 2023, integrating it with Adobe Commerce to enhance customer experience and support future digital growth.
The team created a scalable Adobe Commerce website, seamlessly rebranding, migrating customers from Poundshop.com and delivering a much more optimised user experience.
Like any project, it began with a discovery phase that included collaborative workshops to identify the key ingredients for success - rebranding, infrastructure scaling, seamless customer migration, UX improvements, and third-party integrations.
The Pixel employed an iterative design process, creating both an MVP and a 'Fast Follow' version for future enhancements and a comprehensive digital style guide was developed to ensure a consistent cross-channel identity.
The project followed a phased development strategy, including delivering security and feature enhancements. Improving basket UX with intuitive 'Quick Add' CTAs, migrating payment services from Klarna to Stripe and enhancing checkout with Woosmap address lookup as well as rebuilding the store locator using Woosmap functionality.
The transformation of Poundland.co.uk is an important milestone in the development of Poundland's digital business and capability.
The Pixel and client teams looking forward to 12th November to find out the winners.
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