Redefining the customer and user experience for a leading pet services provider.
Pet Services
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120% increase in form submissions in the first 3 months post-launch.
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24% increase in conversion rates post-launch.
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Increase in direct contact for health plan signups to 1,000 per month.
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65% increase in content editor efficiency.
The challenge
The team had ambitious objectives for the project, with a focus on delivering the best digital experience for their customers and their team. They engaged our multidisciplinary team to help them to re-platform and align their three websites, unify their data ecosystem and optimise user journeys to deliver an exceptional digital experience for their customers. To drive greater efficiencies and content optimisation it was a core strategic objective to deliver an enhanced user experience for their digital teams and editors.
What we did
The first step on this journey focused on the re-platform of three disparate websites into a single, easier-to-manage solution using Optimizely Digital Experience Platform. An insight led optimisation of the key user journeys, including discovering and selecting a health plan and the capability to request an appointment has resulted in an increase in direct contact for health plan signups.
Outcomes
Utilising Optimizely DXP has allowed the digital team to create customer-centric behaviour driven experiences and visitors are now presented with relevant health plans, depending on the type of pet they own, to increase the propensity of pet owners to purchase a relevant health plan when they visit a practice or store for a consultation.
'We've been really impressed with the care and attention Netcel have taken in getting to know us since we started working with them earlier this year.
Lucinda King, Digital Project and Product Lead, Girlguiding