Brakes wanted to accelerate growth by transforming a fragmented digital estate into a customer-led ecommerce experience.
Customers, prospects and existing account holders were navigating multiple disconnected websites, creating friction across discovery, engagement and ordering journeys.
The business needed a more cohesive and accessible digital experience that would reduce customer frustration, improve usability across complex product catalogues, support self-service and provide a scalable foundation for future digital transformation.
We consolidated customer research, stakeholder interviews, data analysis and customer journey evaluation to understand customer needs, behaviours and motivations.
Using these insights, we designed a unified digital experience centred on customer outcomes rather than internal brand structures, with recipe ideas and useful tools at its core.
We created a flexible design system, developed highly accessible interfaces aligned to WCAG AA standards, introduced intuitive self-service tools and designed end-to-end mobile and desktop experiences that reduced friction across core ecommerce journeys for Brakes and Country Choice.
The result was a customer-centric digital ecosystem that improved usability, accessibility and engagement while creating a scalable foundation for future growth.
Key outcomes
“The work you have done for us, in particular the mobile site, is outstanding, and what you bring to ecommerce was completely new to our business. Thanks to everyone in your team for the quality and integrity of the work you did – it is truly appreciated.”
Adam Collett - Group Marketing Director, Brakes
