A heritage department store and established PLC commissioned 181st Street to deliver a full digital transformation, helping them break into the e-commerce market as a luxury high-end retailer.
Our design team worked closely with our brand and UX experts to create a digital experience that would attract and retain high value customers across the look, feel, tone of voice, photographic style and customer journey.
Strategically, we identified that the most significant growth opportunities were in the gifting market, and that this presented the highest potential for maximising lifetime value and locking in customer loyalty.
Working with our trusted team of developers and UX experts, we designed a suite of innovative wishlist and gifting features, including personalised occasion reminders, gift recommendations and chat-based personal shopping.
Over 60% of people in the UK admit to forgetting birthdays and anniversaries.
Using the reminder system (specifically data about the occasion, gift recipient and relationship to the shopper), we were able to deliver personalised gift recommendations by email and in a section of the home page when shoppers logged in, to make the gifting experience seamless, stress-free and optimised for maximum conversion, reflecting the same level of high quality and personalised care customers would expect to experience in-store.
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