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EnlargeResults:
- One of Europe’s best travel booking flows
- 90% higher payment ratio
- 15% higher conversion rate
- Increased up- and cross selling
- Highest ever customer rating
- Higher customer satisfaction
- Higher customer satisfaction
- Higher customer satisfaction
- 15% conversion rate increase
- 25% higher conversion rate
- Much less customer calls
- 50% less customer calls
- 25% conversion rate increase
- 45% conversion rate increase
- 50 % round trip sales increase
- Higher customer satisfaction
- One of Europe's best travel planners
- Higher customer satisfaction
- Higher customer satisfaction
- 30 % less customer calls
- Higher customer satisfaction
- More cross- and up selling
- Higher customer satisfaction
- Higher customer satisfaction
Process
1
Defining business goals
Together with DSB.dk (The Danish Railways), we defined the business goals that we aimed to reach (based on best case, expected, and a worst case scenarious). 2
Defining business goals
Together with TUI Nordic (StarTour.dk/.no, Fritidsresor, Finnmatkat & Temarejser), we defined the business goals that we aimed to reach (based on best case, expected, and a worst case scenarious).
3
Defining business goals
Together with the Rejseplanen.dk (The Danish Travel planner), we defined the business goals that we aimed to reach (based on best case, expected, and a worst case scenarious).
4
Technology briefing
We got an understanding of how the Rejseplanen’s technical plaftform is working (database, application- and frontend layer).
5
Prototyping
We carried out a high-fidelity prototype, which included all user scenarious (approx. 250 prototype pages).
6
User testing
The prototype was user tested several times, to ensure the highest possible usability standards. 7
Documentation
We documented the prototype based on a functionality specification together with error messages, flow- and sitemaps in order to make the technical implementation as smooth as possible.
8
Quality assurance
Before the Rejseplanen.dk launched the new website, we carried out a complete quality assurance of the testsite, to make sure that no details were overlooked.
9
Defining business goals
Together with Scandlines, we defined the business goals that we aimed to reach (based on best case, expected, and a worst case scenarious). 10
Technology briefing
We got an understanding of how Scandlines’s E-commerce plaftform is working (database, application- and frontend layer).
11
Prototyping
We carried out a high-fidelity prototype, which included all customer purchase scenarious (approx. 100 prototype pages).
12
Documentation
We documented the prototype based on a functionality specification together with error messages, flow- and sitemaps in order to make the technical implementation as smooth as possible.
13
Quality assurance
Before Scandlines launched the new E-commerce site, we carried out a complete quality assurance of the testsite, to make sure that no details were overlooked.
14
Defining business goals
Together with E-boks, we defined the business goals that we aimed to reach (based on best case, expected, and a worst case scenarious).
15
Technology briefing
We got an understanding of how E-boks’s technical plaftform is working (database, application- and frontend layer).
16
Prototyping
We carried out a high-fidelity prototype, which included all user scenarious (approx. 150 prototype pages).
17
User testing
The prototype was user tested, to ensure the highest possible standards.
18
Documentation
We documented the prototype based on a functionality specification together with error messages, flow- and sitemaps in order to make the technical implementation as smooth as possible. 19
Quality assurance
Before E-boks launched the new website, we carried out a complete quality assurance of the testsite, to make sure that no details were overlooked.
20
Defining business goals
Together with European Travel Insurance, we defined the business goals that we aimed to reach (based on best case, expected, and a worst case scenarious).
21
Technology briefing
We got an understanding of how European Travel Insurance’s E-commerce plaftform is working (database, application- and frontend layer).
22
Prototyping
We carried out a high-fidelity prototype, which included all customer purchase scenarious (300 prototype pages).
23
User testing
The prototype was user tested, to ensure the highest possible standards.
24
Documentation
We documented the prototype based on a functionality specification together with error messages, flow- and sitemaps in order to make the technical implementation as smooth as possible. 25
Quality assurance
Before European Travel Insurance launched the new E-commerce site, we carried out a complete quality assurance of the testsite, to make sure that no details were overlooked. 26
Defining business goals
Together with www.smartgirl.dk, we defined the business goals that we would like to achieve.
27
Technical briefing
Before starting up the project, we received a complete technical briefing of SmartGirls’s E-commerce platform (database, application- and frontend layer).
28
Prototyping
We carried out a high-fidelity prototype, which included all customer purchase scenarious (approx. 500 prototype pages). The prototype was approved on a ongoing basis by the technical provider.
29
User testing
The prototype was user tested to ensure the highest possible usability standards and to achieve the commercial goals.
30
Quality assurance
Before SmartGirl launched the new E-commerce site, we carried out a complete quality assurance of the website, to make sure that no details were overlooked.
31
Documentation
We documented the prototype based on a functionality specification together with error messages in order to make the technical implementation as smooth as possible.
32
Defining business goals
Together with www.smartkids.dk, we defined
the business goals that we would like to achieve.
33
We analyzed the website
We carried out a thorough webanalysis of www.gemoney.no
34
Expert evaluation
Then we carried out a complete expert evaluation of the website (145 pages). The report clearly outlined errors and how to fix them.
35
Re-design
Based on our expert evaluation, GE Money Norway re-designed the website.
36
Technology briefing
We got an understanding of how DSB’s E-commerce platform is working (database, application- and frontend layer).
37
Technology briefing
We got an understanding of how TUI’s E-commerce plaftform is working (database, application- and frontend layer). 38
Technical briefing
Before starting up the project, we received a complete technical briefing of
SmartKids’s E-commerce platform (database, application- and frontend layer).
39
We were briefed on the technology
We carried out a high-fidelity prototype, which included all customer purchase scenarious (300 prototype pages). 40
Prototyping
We carried out a high-fidelity prototype, which included all customer purchase scenarious (600 prototype pages). 41
Prototyping
We carried out a high-fidelity prototype, which included all customer purchase
scenarious (approx. 500 prototype pages). The prototype was approved on a
ongoing basis by the technical provider.
42
User testing
The prototype was user tested 2 times, to ensure the highest possible usability standards. 43
User testing
The prototype was user tested 3 times, to ensure the highest possible standards.
44
User testing
The prototype was user tested to ensure the highest possible usability standards
and to achieve the commercial goals.
45
Documentation
We documented the prototype based on a functionality specification together with error messages, flow- and sitemaps in order to make the technical implementation as smooth as possible.
46
Documentation
We documented the prototype based on a functionality specification together with error messages, flow- and sitemaps in order to make the technical implementation as smooth as possible. 47
Documentation
We documented the prototype based on a functionality specification together with
error messages in order to make the technical implementation as smooth as
possible.
48
Quality assurance
Before DSB launched the new E-commerce site, we carried out a complete quality assurance of the testsite, to make sure that no details were overlooked.
49
Quality assurance
Before TUI launched the new E-commerce site, we carried out a complete quality assurance of the testsite, to make sure that no details were overlooked.
50
Quality assurance
Before SmartKids launched the new E-commerce site, we carried out a complete
quality assurance of the website, to make sure that no details were overlooked.
Timeframe
Contact us
Testimonial
Benjamin has delivered top-professional E-commerce and usability counseling when developing the new DSB webshop. He is efficient with fast deliveries and he always brings up thoughtful new state-of-the-art ideas.
I have worked together with Benjamin, where he has carried out the prototypes and I have done the user testing. It has always been a very rewarding collaboration which has ensured successful results, both from a commercial and a usability point of view.
I believe that Benjamin is one of the very best E-commerce Advisors in Denmark.
I have worked together with Benjamin, where he has carried out the prototypes and I have done the user testing. It has always been a very rewarding collaboration which has ensured successful results, both from a commercial and a usability point of view.
I believe that Benjamin is one of the very best E-commerce Advisors in Denmark.
Usability Expert
During 2008 TUI Nordic carried out an extensive work redesigning our entire booking flow. The focus was of course to reach an outstanding level of usability in order to increase our conversion rate.
The work was done in a close co-operation with Benjamin Gundgaard from CustomerSense who had the competence needed for a successful project. The work covered everything from the pre-study phase through prototyping, programming, and implementation.
The strength in the project has been the combination of both usability aspects as well as commercial aspects in the GUI design, where the input and experience from CustomerSense has been
critical. Another factor to the success has been the fact that CustomerSense from the very start worked closely with our technical developers, ensuring that all ideas and new sketches really was possible to build and implement.
The launch of the new booking has been very appreciated among our customers with several spontaneous positive reactions. This in combination with an increased conversion rate is really the best result we could get!
The work was done in a close co-operation with Benjamin Gundgaard from CustomerSense who had the competence needed for a successful project. The work covered everything from the pre-study phase through prototyping, programming, and implementation.
The strength in the project has been the combination of both usability aspects as well as commercial aspects in the GUI design, where the input and experience from CustomerSense has been
critical. Another factor to the success has been the fact that CustomerSense from the very start worked closely with our technical developers, ensuring that all ideas and new sketches really was possible to build and implement.
The launch of the new booking has been very appreciated among our customers with several spontaneous positive reactions. This in combination with an increased conversion rate is really the best result we could get!
Head of Business Transformation
We have used Customersense since autumn 2006 to carry out all major usability changes to the website.
We are extremely happy with both the work carried out, but also the friendly, informal and constructive tone in which our cooperation takes place.
We would recommend Customersense to all companies with an interest of providing a good, user friendly webpage to the customers.
We are extremely happy with both the work carried out, but also the friendly, informal and constructive tone in which our cooperation takes place.
We would recommend Customersense to all companies with an interest of providing a good, user friendly webpage to the customers.
Benjamin Gundgaard knows very much about how to sell the most online. He is very pleasant to collaborate with and we have had some really creative sessions which have really optimized our E-commerce website.
Everything he does is tested on real users to make sure that the result is best possible.
Everything he does is tested on real users to make sure that the result is best possible.
Usability Specialist
Our online payment ratio was stalled and we thus contacted CustomerSense to improve the online buying experience. We did so when switching from one technical platform to another.
The online payment ratio immediately increased by 90% resulting in an Return on Investment of only few days.
I can recommend CustomerSense and Benjamin Gundgaard to any serious online vendor.
The online payment ratio immediately increased by 90% resulting in an Return on Investment of only few days.
I can recommend CustomerSense and Benjamin Gundgaard to any serious online vendor.
E-commerce Manager
We had a series of commercial goals that we would like help to achieve and thus contacted CustomerSense.
It should be easy for potentially new clients to understand the benefits of the e-Boks concept and to sign up. We would furthermore like to increase the number of companies our clients receive their digital post from and too lower the amount of customer enquiries.
CustomerSense has indeed fulfilled all of our wishes and we are very satisfied having approx. 50% less customer calls than before the launch.
I can definitely recommend CustomerSense and Benjamin Gundgaard to any self-service and / or E-commerce company.
Managing Director
By having CustomerSense analyze the behavior of our customers, we have gained a brand new insight into the wishes, demands and needs our customers have when ordering a travel insurance.
Benjamin Gundgaard from CustomerSense used this knowledge to build a new main page and booking flow, which has created a 15% online revenue increase.
His way of working is methodical at a high professional level and he is good at integrating our know-how into the process.
We have an excellent collaboration and I can most definitely recommend him to any E-commerce company.
Benjamin Gundgaard from CustomerSense used this knowledge to build a new main page and booking flow, which has created a 15% online revenue increase.
His way of working is methodical at a high professional level and he is good at integrating our know-how into the process.
We have an excellent collaboration and I can most definitely recommend him to any E-commerce company.
Associate Director, Europæiske Rejseforsikring
Benjamin Gundgaard is a highly skilled and experienced E-commerce expert with a very thorough and serious approach to creating great customer experiences. Furthermore Benjamin is a very straight forward person who is pleasant to cooperate with.
E-commerce Manager
I have used Benjamin Gundgaard to improve our B2B E-commerce solution. Benjamin works very professionally and he knows how to make user-friendly e-commerce websites. I would like to highlight the prototype he has delivered; thoroughly prepared and easy for everybody to understand. I would recommend Benjamin to all with an interest of providing a good, user-friendly webpage to any B2B customer.
E-commerce Manager
Working with Benjamin Gundgard from Customersense did not only succeed in a noticeable increase in sales but it also gave the IT department and marketing department understanding of how to integrate usability in future projects. Benjamin is not only very professional, he is also extremely dedicated and is 110% committed to his projects.
Marketing Manager
Benjamin Gundgaard fra CustomerSense, er nok Danmarks førende ekspert i at få folk til at købe, når nu de er i butikken. Han har forøget omsætningen for mange e-butikker dramatisk og mange af hans tricks er nemme at implementere i din egen butik.
SpamFighter
The expert evaluation of our website by Benjamin Gundgaard was extremely valuable and we all agree that the recommendations will have a huge impact on the website's conversion rate. Now we just want to get it implemented as soon as possible.
Thank you so much for your in-depth preparation and insightful presentation!
Thank you so much for your in-depth preparation and insightful presentation!
E-commerce Manager
During 2010 we re-designed www.smartgirl.dk and www.smartkids.dk in a close collaboration with Benjamin Gundgaard from CustomerSense. Our goals were to improve the websites' customer experiences and thus to increase our revenue.
The conversion rate has increased 25% at SmartGirl.dk and impressively 45% at SmartKids.dk. We are naturally extremely satisfied with these results. Furthermore, we now have a platform we can roll out at www.smartguy.dk, www.smartmen.dk and at other future projects.
We have achieved these results by combining our vast knowledge about the fashion industry with Benjamin Gundgaard's customer centered process, where the technical opportunities are assessed and user-tested throughout the re-design process.
I can thus warmly recommed CustomerSense and Benjamin Gundgaard to any serious e-commerce company.
Director, SmartGuy A/S
During 2010 we re-designed www.smartgirl.dk and www.smartkids.dk in a close collaboration
with Benjamin Gundgaard from CustomerSense. Our goals were to improve the
websites' customer experiences and thus to increase our revenue.
The
conversion rate has increased 25% at SmartGirl.dk and impressively 45% at
SmartKids.dk. We are naturally extremely satisfied with these results.
Furthermore, we now have a platform we can roll out at www.smartguy.dk, www.smartmen.dk and at other future
projects.
We have achieved these results by combining our vast knowledge
about the fashion industry with Benjamin Gundgaard's customer centered process,
where the technical opportunities are assessed and user-tested throughout
the re-design process.
I can thus warmly recommed CustomerSense and
Benjamin Gundgaard to any serious e-commerce company.
Director, SmartGuy A/S
During 2010 we re-designed www.smartgirl.dk and www.smartkids.dk in a close collaboration
with Benjamin Gundgaard from CustomerSense. Our goals were to improve the
websites' customer experiences and thus to increase our revenue.
The
conversion rate has increased 25% at SmartGirl.dk and impressively 45% at
SmartKids.dk. We are naturally extremely satisfied with these results.
Furthermore, we now have a platform we can roll out at www.smartguy.dk, www.smartmen.dk and at other future
projects.
We have achieved these results by combining our vast knowledge
about the fashion industry with Benjamin Gundgaard's customer centered process,
where the technical opportunities are assessed and user-tested throughout
the re-design process.
I can thus warmly recommed CustomerSense and
Benjamin Gundgaard to any serious e-commerce company.
Director, SmartGuy A/S
The expert evaluation of our website by Benjamin Gundgaard was extremely
valuable and we all agree that the recommendations will have a huge impact on
the website's conversion rate. Now we just want to get it implemented as soon as
possible.
Thank you so much for your in-depth preparation and insightful presentation!
Thank you so much for your in-depth preparation and insightful presentation!
E-commerce Manager
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