Retail

Harvey's Furniture

Interactive in-store shopping experience for Harvey's Furniture, connecting at-home browsing with in-store and online purchasing via tablet app.

Duration

1yr

Team

Scale

Enterprise

Scope

United Kingdom

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Overview

The engagement with Harvey's Furniture, a UK-based retail chain specializing in furniture and home accessories, aimed to transform their customer journey in the competitive retail industry. By employing a research-led approach, innovative digital tools were developed to blend at-home browsing with in-store and online shopping experiences, addressing changing consumer preferences and market dynamics.

Challenge

Increasing competition from online-only retailers necessitated a digital transformation for Harvey's Furniture.

The reliance on physical stores demanded a stronger integration of digital and in-person shopping experiences.

Economic pressures and evolving consumer preferences required innovative solutions to sustain market relevance.

Research & Discovery

Conducted stakeholder workshops to gather insights from store staff and management on existing challenges and opportunities.

Led competitive analysis to evaluate the strategies of successful online and multichannel retailers.

Conducted user interviews with customers to understand preferences and pain points in the shopping journey, focusing on personalization and convenience.

Solution & Deliverables

Designed an in-store application for the "Sofas By You" offering, featuring a visual configurator for sofa customization, alongside real-time pricing and availability updates.

Developed staff enablement tools, including tablet-based interfaces to assist with personalized customer service and streamline the purchasing process.

Created wireframes and prototypes for usability testing, ensuring an intuitive and user-friendly experience compliant with WCAG 2.0 AA standards and integrating GDPR considerations for enhanced data privacy.

Results & Impact

Delivered improved customer satisfaction through a seamless multichannel shopping experience, leading to increased conversion rates and sales growth.

Enhanced staff efficiency and reduced operational bottlenecks, resulting in faster service and improved CRM capabilities.

Strengthened brand loyalty via personalized and engaging customer interactions, ensuring Harvey's Furniture remained competitive amidst evolving market trends.