Innovation at the pace of life

 

SITUATION

Whirlpool’s website lagged behind labor-intensive channels (phone, email) in customer loyalty scores, so web developers needed to better understand what customers needed.

MANDATE FOR CHANGE

Inform the first effective, fully transactional website serving both consumer and trade users.

  • Experience audit
  • User insight
  • Consumer personas
  • Customer journey

INNOVATIONS

  • Emotional spectrum
  • Consumer/ trade user integration

OUTCOMES

+42%

increase in page views per visit v. year-ago

-74%

decrease in email/ phone contact v. year-ago

2x

customer loyalty scores after website introduction

17-month

payback of web development costs based on customer loyalty scores after website introduction

Agencies: Publicis BOS Group, Semaphore

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SPRINTS

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