Challenge
Although VELUX’s products are best experienced in person, many customers first interact with them online. Indeed, VELUX offers a variety of digital products including their website, apps, and other digital tools, to help their customers explore their product catalogue and make a purchase. Therefore, delivering a high-quality user experience is a fundamental need for the company.
To bolster online sales and improve the online shopping experience, VELUX renovated 2 of its webshops. The company set as a usability benchmark that at least 80% of its customers should be able to find what they were looking for on the two webshops within no more than 3 steps.
Solution
VELUX tested the two online stores with its customers, using a customised version of the 'E-commerce flow' study from the Sonar marketplace. By aggregating VELUX customers' impressions, suggestions and reactions on video, Sonar compiled these results into actionable insights and recommendations.
Results
VELUX received all full videos, an executive summary and access to our insights dashboard, containing 3 key takeaways, suggestions for next steps and 10 concrete optimization points that described potential initiatives for our client to increase customer satisfaction.
Impact
By implementing these recommendations and taking action on its customer insights, VELUX reached its KPI and increased customer satisfaction and usability, which resulted in quicker customer purchase journeys and higher offline sales.
