Since WT began working with leading upholsterer DFS in 2013, its digital requirements have continued to evolve, with a significant increase in mobile and online shoppers and noticeable shifts in consumer behaviour over that time.

We had the opportunity to help transform its digital offer and create a smarter, seamless, more integrated shopping experience across all channels.

We’ve delivered a number of solutions for DFS, including new tools aimed at improving inspiration and discovery at the beginning of the digital journey, an optimised mobile site, multiple innovations to digitise the in-store experience and a new post-purchase tool that lets customers track their order and book their own delivery slots online.

Most recently, from 2019 to 2020, we undertook a huge project to migrate DFS’s entire digital infrastructure to a cloud hosting environment and introduce a range of system automations, allowing us to achieve a step-change in the pace of delivery as manual activities were updated and replaced.

Since we began working together, DFS has made huge inroads in delivering digitally integrated retail experiences for its 40 million visitors a year. As of 2020, conversion rates are up +22% on a two-year basis, mobile traffic is up +8% YoY, and front-end enhancements including AR, imagery and AI have helped drive an increase of +9% average order value.

Date created: January 2021 2021-01-01T00:00:00+0000
Date published: 20 January 2021 2021-01-20T12:45:18+0000

Wunderman Thompson Technology has been a Contributor since 3rd June 2021.

Invite x3

Pioneering an Omnichannel Customer Interaction



Project tags