Revitalising the digital customer experience

To remain competitive in the market Debenhams needed to improve its online strategy and customer experience. Our CX expertise meant we were able to develop a deep understanding of the digital customer and we worked collaboratively with Debenhams’ digital and broader teams to define a robust and reusable customer experience framework to drive sales across digital channels.

Once this was established and embedded, we worked on the first year’s roadmap including redesigning the checkout and redefining the IA, leading to a 12% increase in website conversion.