for every

lifestyle

Our mission is to provide the best values in high-quality window treatments such as vertical blinds and Roman shades - and the best service experience.

SMITH & NOBLE  CUSTOM WINDOW TREATMENTS 

Since 1987, smith+noble has been offering consumers custom, perfect-fit blinds, shutters, shades and panels without the custom price or hassle. Customers can shop online or through their catalogs, whichever they prefer. online or through their catalogs, whichever they prefer. 

SMITH
& NOBLE

 

#thechallenge

One of the biggest custom window treatments in the U.S. since 1987, Smith & Noble smith+noble wanted to deliver an online shopping experience that matches their offline customer satisfaction and brand loyalty. They wanted to have two separate websites to promote their Windows Ware and Windows Treatments catalogs, until we discover that their target audiences were buying from both - which changed dramatically the projects scope.

 

#mainobjectives

  • Gain a full understanding of the target market and the needs and requirements of smith+noble's customers

  • Analyse the s+n current offline business model, sales channels, & marketing efforts to be reproduced in the web space

  • Provide recommendations for the smith+noble new website to accommodate different end-users 

  • Ensure that the online customer experience is consistent with customers' needs

  • To design and develop the website

 

#theapproach

We worked closely with smith+noble marketing and customer service team, which supported our very close collaborative approach throughout the project, which included strategy, design and testing to deliver the perfect solution to them. 

 

  • Starting with the user experience strategy work, we kicked off with a series of workshops with smith+noble stakeholders in order to understand the details of their business and new IT requirements

  • We then worked through a user-centred design process with the marketing and customer service teams. Throughout the design and prototyping phase of the project, we held regular feedback and co-design sessions to validate our design decisions and iron-out important details in line with customer and business needs.

  • Usability testing sessions after each design iteration helped smith+noble learn more about their end-users and their attitude towards smith+noble offline catalogs.

#impact&results

Users of the ecommerce site increased 45% over the first twelve months. The outstanding online customer experience offered smith+noble a competitive advantage that has helped retain key customer accounts and win new business. Additionally, feedback from users using the site was overwhelmingly positive and helped smith+noble marketing and customer service teams to work more efficiently in the web space.  Success was delivered within weeks of launch and smith+noble has continued to listen to customer needs through user research and implementing the results efficiently through collaboration with our services.  The look and feel and the user experience was highly effective, the design established a new kind of approach to selling on the Internet.

 
 
 

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