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Context & situation Mission Results and Testimonials1
I. Context Nespresso is one of the leader in the coffee world. Positioning of excellence in the sector of the coffee. Expert public. A site developed by a professional international agency, in line with the Corporate communication. Particularly, the design of the site is very beautiful and rich. 2
II. Situation Problem: The call center receives too many call related to the website, even though all the answers are available online. Yet the website was perceived as very beautiful and "looked" easy to use. The gap between the users perception and the end-results witnessed at the call center were very harmful for the brand. In its organisation as well as in its communication, Nespresso always places the customer at the center of their priorities. Our proposition of applying a user-centric methodology to meet their objectives seemed thus a natural choice for them. 3
III. Mission Analyse Behavior Define BehaviorEvaluate thecurrent situation Quick-Wins Understand thewith objective results and Long-Termmeasures by relate the Specific advicesorganising end- problems to the to improve theuser behavioral logical and current site Global & detailedtesting. graphical (Quick wins). recommendations elements of the to develop a new site. solution (mid- term), with onsite follow-up and coaching. 4
IV. Results The online sales have increased 115% the first year 140% (following the quickwins), and 140% the second year (new solution implemented). Online sales have now become an important channel for the company. 57% … reduction of 57% of the undesired calls (ie calls related to the website) 52% … reduction of the email complaints and faulty order correction. 5
V. Testimonial "Du sceptique au convaincu... Les NeuroSciences est un secteur de service Internet qui apporte une couche d’intelligence au développement de solution internet en incluant la connaissance du comportement des utilisateurs dans les projets. C’est un recul par rapport au quotidien – NetWay nous donnent vraiment des directions à prendre et les résultats sont là !!!" Benoît Rolland - International Internet Manager at Nespresso 6
® Do you want the same results ? Contact usMarc Van Rymenant Alain Dewispelaere CEO & Founder Sales Director +352 621 31 22 07 +352 621 31 22 04 email@example.com firstname.lastname@example.org except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 7
Creative Commons Attribution 3.0 Licence ® You are free ... to copy, distribute, display, and perform the work ... under the following conditions Attribution. You must give the original author credit. € Non-commercial. You may not use this work for commercial purposes. No Derivative Works. You may not alter, transform, or build upon this work. • For any reuse or distribution, you must make clear to others the licence terms of this work. • Any of these conditions can be waived if you get permission from the copyright holder. • Nothing in this license impairs or restricts the authors moral rights. except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 8
Having the right elements is not enough … ® Simplifying interfaces. TM except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License