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Case Study

Furniture Direct Online

Before

After

About the Client and Project

Furniture Direct Online is a family-owned UK-based retailer specializing in affordable, high-quality furniture. Established in 2014, the company operates from a large warehouse in Wakefield, offering a wide range of sofas, sofa beds, bedroom furniture, and chairs. They pride themselves on delivering stylish products with excellent customer service and nationwide delivery options.

The project involved developing and maintaining the Furniture Direct Online website to enhance user experience and streamline the purchasing process. The focus was on showcasing an extensive product catalog, providing easy navigation, flexible payment options, and clear delivery policies to support the company’s goal of offering convenient and reliable online furniture shopping.

Comfort

Furniture Made Easy

Team Size

12 To 15

Client Location

United Kingdom

Live

Project Duration

Underway 13+ Months

Engagement Model

As per Requirements

Our Technology Stack

Core

  • HTML, CSS, Core -js, jQqery,.
  • Shopify.

Apps

  • Secomapp

Background and Strategic fit

Furniture Direct Online leverages its UK-based warehouse and showroom to provide affordable, quality furniture with fast nationwide delivery. The website strategically aligns with market demand for convenient online shopping, offering flexible payment and return options to enhance customer satisfaction and support growth in the competitive furniture retail sector.

Challenges faced by Furniture Direct Online :

  • Some customers report delays or damaged items during delivery, impacting satisfaction.
  • Occasional difficulties in communication and responsiveness have affected customer trust.
  • The online furniture market is highly competitive, requiring constant innovation and pricing strategies.
  • The £199 fee for change-of-mind returns can deter potential buyers.

Delivery delays, damaged items, customer service responsiveness, competitive market pressure, return fees, and maintaining quality while offering affordable furniture are key challenges.

Services Offered

Product Variety

Sofas: Corner, U-shape, recliner, leather, and fabric options

Delivery Services

Nationwide delivery across mainland UK

Returns & Refunds

100-day return policy on most items

Payment & Finance Options

Accepts all major debit and credit cards

Challanges

01

Delivery Issues

  • Occasional delays in shipment
  • Risk of furniture arriving damaged

02

Customer Service

  • Difficulty in communication responsiveness
  • Managing customer complaints effectively

03

Market Competition

  • Competing with large online and offline retailers
  • Need for constant innovation and pricing strategies
  •  

04

Return Policies

  • High collection fee (£199) for change-of-mind returns
  • Potential customer hesitation due to return costs

Courier API Integration

User Flow

User Flow in website design refers to the sequence of steps a user takes to accomplish a task or reach a goal. It involves guiding users seamlessly through various pages and interactions to ensure a smooth and intuitive experience. By optimizing user flow, designers enhance usability and increase user engagement on the website.

work-flow

Optimizing UX: Crafting a Research Plan

Crafting an effective research plan for optimizing user experience involves defining clear objectives, selecting appropriate methodologies, and gathering relevant data. By meticulously planning each step, designers can gain valuable insights into user behavior and preferences, informing iterative improvements to the product. A well-executed research plan is instrumental in creating user-centric designs that resonate with the target audience.

Design System & Style

We developed a design system to enhance consistency and streamline the client’s workflow, saving time during feature development. This initiative aims to elevate the website’s overall process and user experience, ensuring efficiency and cohesion across all aspects of design and implementation.

colors-pelt
typography

Demos And Pages

Focusing on challenges has strengthened Furniture Direct Online’s adaptability and customer-centric mindset, helping the company stay competitive in a fast-paced retail market. As a result, the team consists of dedicated professionals who are not only experienced and efficient but also motivated by innovation, driven by the brand’s mission to offer affordable, quality furniture with convenience and care.

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