Creating a service lead digital customer retail experience for a business launching a new brand. Tech Merchandise is a UK trade supplier of creative promotional merchandise. The Design Business worked with Tech Merchandise from initial competitor review, user research, brand strategy, website design to development support.
DESIGN REVIEW
For the Tech Merchandise design review, we took two key customer journeys for purchasing promotional merchandise and compared the experience with competitor websites.
What are we doing well?
Tech Merchandise existing brand USB Incentives had engaging visual impact. This impact captured USB Incentives bespoke design-focused service, making them stand out from the competition.
Areas for improvement
We identified that improving customers’ ability to explore, filter, and compare products would increase engagement and sales opportunities. The ability for Tech Merchandise to cross-sell, upsell and promote their products would also benefit the new website’s commercial success.
Next Steps
We created the next steps Tech Merchandise could take from the design review to help them realise the recommendations highlighted.
“Our design review gave us a great opportunity to step back and look at our website and customer experience from different perspectives.”
BRINGING CUSTOMER NEEDS TO LIFE
The Design Business persona became personalities we discussed on first-name terms through the design process for Tech Merchandise. Designing the Tech Merchandise website to service their customers’ needs enabled us to evolve an e-commerce website into an engaging bespoke brand merchandise design service.
Who are the customers?
First, we looked at the various types of people who would visit the Tech Merchandise website to create customer persona groups. This workshop enabled us to facilitate an active conversation about unique customer insights and experiences with the team.
How does Tech Merchandise fit into their customers’ lives?
We selected three individual personas to develop in detail from the persona groups. Stepping into the customers’ lives, enabled us to visualise the specific requirements Tech Merchandise key customers have.
How did the personas help the project?
Charlotte, Paul and Jamie became personalities we used to create the structure, functionality and experience of the Tech Merchandise website. Charlotte’s – an Account Executive – requirement to share and promote branded products with her client Jamie – a Purchasing Manager – led to the development of a market-leading product showcase service.
BEAUTIFUL RETAIL WITH EVERY DETAIL
The online store design we created for Tech Merchandise delivers the same elegance and attention to detail major consumer electronics brands have. High-quality images displayed on custom backgrounds, engaging interactions, straightforward information design, and custom feature icons represent the attention to detail The Design Business gives to our design projects. At every part of the retail journey, the Tech Merchandise customer is supported with options and recommendations to help them find the perfect product for their client.
BESPOKE PRODUCT DESIGN SERVICE
Tech Merchandise new secure design showcase offers their Branding Agency clients a unique digital service. The Design Business' persona development helped Tech Merchandise identify the business value they could achieve by expanding their customer product design service with this online tool.
CREATE THE RIGHT EXPERIENCE FOR YOUR BUSINESS
Customer experience on and offline has never been more important. We can help you refine, evolve or reimagine your business this year and beyond.
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