A furniture store that sold mostly in person. The new shop explains fabrics, sizes and lead times before anyone has to ask.
[02]
Holm & Hearth’s showroom staff answered the same three questions all day: will it fit, what does the fabric feel like, and when will it arrive. The website answered none of them.
Almost a third of online returns were pieces that didn’t fit through a door or up a staircase.
[03]
We added a ‘Will it fit?’ check to every product: enter your narrowest doorway and see a yes or no, with the packed size. Fabric swatches ship free within two days, and lead times sit next to the price.
I art-directed a new photography set shot in real flats, not a studio, so people could judge scale against ordinary rooms.
[05]
Online revenue grew 41% in six months and returns for the wrong size fell 27%. The average visitor now finds a sofa that fits in nine seconds from the filter bar.
Showroom visits went up too: people arrive having already chosen, and come in to sit on it.
[06]
A small, honest tool beat a big immersive one. We shelved the 3D room planner and shipped a text field that answers the question people actually asked.
[07]
MORE WORK
Payroll for freelancers, rebuilt so a monthly pay run takes four minutes instead of an afternoon.
Online booking for a chain of 23 physio clinics, designed with the receptionists who used to take every call.
A furniture store that sold mostly in person. The new shop explains fabrics, sizes and lead times before anyone has to ask.
