Dunelm is one of the UK’s leading home furnishing retailers, with 150 stores and an ambitious programme of store openings.
Home delivery had been identified as a target for growth. Traditionally most effort had been focused on getting more visitors to the site, but costs were rising and results declining. Conversion Rate Optimisation was the obvious choice to start getting more return on the investment in traffic.
Dunelm turned to AWA to kick start the process. Director of Multi-Channel, Ben Harness, explained “We had picked most of our low hanging fruit in terms of site changes. We now needed to up the game in terms of real intelligence and real scrutiny in terms of the site and how we can effectively drive that revenue per visitor.”
Dunelm were surprised by the depth and breadth of AWA’s research which included:
User journeys for tablet, desktop and mobile highlighted exactly where most visitors were dropping out, while surveys and actual quotes from numerous customers helped shed light on why, which put Dunelm in a strong position to create a cost-effective CRO programme.
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