Case Study: Eurotunnel
Our Expertise and Experience
- Design
- Website Development
- Brand Management
- User Experience
- Information Architecture
- Digital Marketing
- Segmented Email Marketing
- Bespoke Software Build Software training for all users
Brief
To refresh the customer experience so that it was much easier to identify travel costs and availability and thus improve online sales.
Solution
Starting with a research process that helped to identify customers’ frustrations with the existing and similar sites (ferries/airlines), Sagittarius considered the feedback and developed a customer journey that was as simple as possible to navigate - users can now readily identify the 'product' and then buy it online.
Working with the IT team in France we had to turn this ‘
User Experience’ in to something that dovetailed with their legacy booking system so that it was logical and workable. Once we had resolved the backend integration we designed and programmed a user interface that went through a usability testing process and ultimately ended up with the solution you see today.
Results
As well as dramatically reducing call centre traffic, telephone bookings and online sales improved more than 12% overnight. A successful press advertising campaign was conducted concurrently.
Highlights
Highlights for Eurotunnel include:
- An increase in online bookings of over 10%
- Rating of 20/25 by New Media Age for design and usability
- Generated very positive feedback from user groups and customers
Testimonials
"Working with Sagittarius Digital has been a great choice. We needed an agency that understood our customer and marketing needs and at the same time had the technical ability for a site as high profile and demanding as ours". Director Passenger Division, Eurotunnel PLC
Castle Buildings, 2C New Rents
Ashford, TN23 1JH
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