Delivering a simple and effortless digital customer experience.

Skinny Mobile

Integrated Digital Customer Experience.

Skinny Mobile Website 01

Skinny sought to set a new benchmark in customer experience simplicity, lower their cost to serve, improve retention and increase sales, drive efficiency and deliver integration across all digital channels. 

Outcome:

  • Growth in sales: Stronger revenue and significant new customer acquisition on digital
  • Improved self service: Simplified customer experience in purchase and account management
  • Lower cost to serve: ReduceSkinny sought to set a new benchmark in customer experience simplicity, lower their cost to serve, improve retention and increase sales, drive efficiency and deliver integration across all digital channels.  
    Skinny sought to set a new benchmark in customer experience simplicity, lower their cost to serve, improve retention and increase sales, drive efficiency and deliver integration across all digital channels.  
    d customer service management – lower cost to serve through call centre
  • Integrated platform: Integration with back-end services and enabler of product extension
  • Simplified experience: Set market benchmark for simplicity

Effect:

  • 25% increase in online sales
  • Increased annual revenue per customer
  • 154,000 new customers in first year
  • Complex product range and bundling options made simpler
  • Full analytic benchmarking and alignment to commercial objectives

Activity:

  • Lean UX methodology through a highly iterative engagement process 
  • Ongoing projects to optimise customer experience including signing up and switching
  • Continuous improvement of joining and customer management services
  • Customer Journey Mapping sprint defined business investment roadmap for next 18 months
  • Online shopping experience in responsive format
  •  See all case study images
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Services

  • Content Strategy
  • Customer Journeys
  • Digital Strategy
  • Experience Mapping
  • Personas and Scenarios
  • User Experience (UX)
  • User Research / Analytics

People