About Velux

VELUX, a global leader in roof windows and skylights, brings natural light and fresh air into living spaces. With a commitment to sustainability and indoor well-being, VELUX redefines the way spaces connect with the outdoors, creating brighter, healthier living experiences.

www.velux.com

A Window to Success: How VELUX Increased Website Conversions with Customer-Optimised Webshops

By taking action on its customer insights, VELUX reached its intended KPI and increased website conversions, customer satisfaction and experience.

Challenge

Although VELUX’s products are best experienced in person, many customers first interact with them online. Indeed, VELUX offers a variety of digital products including their website, apps, and other digital tools, to help their customers explore their product catalogue and make a purchase. Therefore, delivering a high-quality user experience is a fundamental need for the company.

To bolster online sales and improve the online shopping experience, VELUX renovated 2 of its webshops. The company set as a usability benchmark that at least 80% of its customers should be able to find what they were looking for on the two webshops within no more than 3 steps.

Solution

VELUX tested the two online stores with its customers, using a customised version of the ‘E-commerce flow’ study from the GetWhy marketplace. By aggregating VELUX customers’ impressions, suggestions and reactions on video, GetWhy compiled these results into actionable insights and recommendations.

Results

VELUX received all full videos, an executive summary and access to our insights dashboard, containing 3 key takeaways, suggestions for next steps and 10 concrete optimization points that described potential initiatives for our client to increase customer satisfaction.

Impact

By implementing these recommendations and taking action on its customer insights, VELUX reached its KPI and increased customer satisfaction and usability, which resulted in quicker customer purchase journeys and higher offline sales.

Continue reading:

This project was managed by
Jonas Nielsen

Jonas Nielsen

CMO
More projects from Jonas Nielsen

Beyond Analytics: How Bambo Nature Used Customer Insights to Boost Online Sales

ReSound: Empowering Tinnitus Sufferers with a User-Centered Design