What started as a father and son duo crafting high-quality doors is now today a company boasting a 200,000 square foot manufacturing facility producing bespoke aluminium doors, windows and roofing across the UK.
The Express website had been updated to accommodate their growing product ranges, but the experience wasn’t reflective of their quality and the format of the design didn’t allow Express to give their products the stage they deserved.
In addition, a huge part of why customers choose Express is the experience itself. This ‘Express difference’ starts at one of their astounding showrooms and follows with exceptional service in planning, surveys, production, installation and aftercare: all handled by the Express team. In short, the website simply didn’t shout loudly about this. We knew that was going to change.
We began with a Gravity® workshop to align the team’s vision and allow Express to offer a variety of business insights in order to inform our brief.
We worked on improving user journey across the site, identifying that the process Express take their customers through was a vital part of what makes their service so good. This became ‘The Express Difference’ – which we ensured is woven throughout the site.
We also improved an array of smaller experiences across the site: A dedicated product navigation menu offers quicker access to customers. We reworked the contact area to better hand-hold customers in finding the right contact details for their needs (making a huge difference to the Express customer service teams).
The design ensured that the stunning photography and case study imagery took centre stage. We also used 3D to showcase Express’ key products to highlight specific functionality or configurations hard to achieve with static imagery. These all combined to make the Express website a feast for the eyes.
We also created a suite of email templates which were integrated with their email system to offer a much more enriched communication with their customers.
The new website now delivers an online experience that we feel does justice to the quality of the Express products and service. It has been built with reliability and speed in mind with a focus on the tablet and mobile experiences which are key when TV adverts run.
The website has seen increased page views and dwell time by 25% whilst bounce rate has dropped by 10%. The enhanced narrative around the Express difference goes much further towards giving customers no hesitation in choosing Express for their next home transformation.
Key KPIs were to increase brochure and quote requests due to their importance as lead generation tools. Brochure requests have increased by almost 100% and quote requests have increased by 10%.