Avios (Airmiles)

The challenge

Avios wanted to deliver a better customer experience to their customers when using their website in order to improve conversion rates, customer satisfaction and brand loyalty. The main objectives were:

• Gain a full understanding of the target market and the needs and requirements of Avios' customers
• Analyse the performance of the current navigation, processes & booking forms to ensure uplifts in efficiency
• Provide recommendations for the Avios site that can be easily implemented to improve conversion
• Ensure that the customer experience is consistent with customers' needs

Impact & results

Avios has seen dramatic improvements since implementing our recommendations, including increases in online sales, an average of 60% decrease in customer dropout rates on key pages such as the homepage, and a huge improvement in uptake of information.

Success was delivered within weeks of re-launch and dropout rates have continued to fall as Avios has continued to listen to customer needs through user research and implementing the results efficiently through collaboration with us.

Our approach

We worked closely with Avios to deliver a customer experience strategy that ensured their website delivered on their business goals as well as customers' needs. A variety of insights & in-depth research and testing & evaluation services gave a full picture and set of deliverables, which the Avios team implemented as a fully redesigned and very successful website.

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