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Creating a warm and fuzzy online experience

Forest Holidays, a cabin retail agency, asked Origin to create a “warm fuzzy feeling” for its online customers.  

Our team worked closely with Forest Holiday’s to understand its customers’ needs and the needs of its business. We also uncovered its resource capability and expectations for its customer experience and service design.

To meet its brief, we started by deconstructing its customers journey. We looked at how customers found them, when they made their bookings, what their typical pains were when booking, and how we could make the process easier. And, we conducted a series of fact-finding workshops at its head office with key stakeholders across the business.

This analysis enabled us to identify the type of system they needed, as well as the integrations and multi-site capabilities that were required to ensure Forest Holiday’s KPIs were met. And, we looked at how its users navigated their way through the site, to discover how we could enhance it.

The use of behavioural science was a key part of this project. We put Forest Holiday’s customers at the centre of our approach and looked at perceptions and biases around traditional holiday booking. Then, our customer experience team mapped out a journey for every customer touchpoint, from choosing payment and on-boarding to post-purchase, to look at how we could create delightful moments along the way.

This resulted in the development of a series of templates which were user-tested and built in HTML and CSS to integrate with Forest Holiday’s Sitecore website platform.

When implementing the system, our team partnered with Forest Holiday’s in-house team to create an environment that was robust, reliable and could be administered and managed by its in-house team. Being ecommerce, the site was integral to its business and for its revenue and reputation.

 

We engaged Origin to undertake a comprehensive redesign of our website. After assessing many potential agencies, they became the obvious choice of partnership for us as they offered a proven track record of delivering high quality, professional design, time and again, but above all offered a highly innovative and fresh view on our brand and unique CX offering. A first-class opportunity, experience and investment from start to finish.

Ben Lang,
Head of Digital & IT
Forest Holidays

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More detail?

For the full story on how we supported Forest Holidays, give us a call on 01926 422002, or drop us an email on info@origingrowth.co.uk and we’ll send you the full case study.

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