Luxury Yacht Experience & Configurator (Sales Tool)

Challenge

Architect a solution that allowed potential luxury yacht purchasers or their assistants, to easily view the range, understand the specs and arrange to view them based contextually on their needs.
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Create an interactive demo version of the on-board information, monitoring, engineering and security systems.
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Sunseeker wanted to increase the number of enquiries they closed and reduce drop off from their site.

Our approach

We carried out our standard UX Discovery & Research process to uncover the business, technology, locations, users and competitors. We interviewed stakeholders, ship makers, sales teams and some owners to understand the process and scope of the yacht purchasing process.

Using data analytics, we identified blockers causing site drop-off.We architected and tested a prototype that allowed the clients to easily identify the best models that fitted their needs and budget.

We ensured the solution would enable the sales team to follow-up and react quickly to clients who had little free time and expected a high-end, personalised customer service.

Outcomes

We delivered UX Discovery and Service Design reports to Sunseeker giving them insight into the client needs and sales processes that would benefit from improvement.
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The UX functional prototype addressed:The customer’s requirement to easily identify the right Sunseeker product for their needs and budget, reducing drop-off.

Empowered the Sunseeker sales team to support and follow up with potential customers, increasing closure and customer satisfaction.
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The Service Design report informed amendments to the sales and customer service processes, improving Sunseeker’s sales closing and customer satisfaction.

Benefits

The sales team were empowered through the improved processes, insight and new tooling.
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We improved the customer’s pre-sales process, making it more relevant to their decision metrics (features, price, location etc).
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We architected Sunseeker’s processes, enabling sales teams to act more quickly and with greater empathy for client needs.
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We reduced site drop-off, increased sales enquiries and ensured happier clients.

OTHER RETAIL & MANUFACTURING CASE STUDIES

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Tesco needed to address the issue of keeping their shop staff safe, primarily focussing on how technology can be used to help reduce the amount of in-store incidents.