The Drum: giving Topps Tiles a user experience makeover

The Drum has covered our work with Topps Tiles, and it focused on the part that mattered most: making the online experience and the in-store experience feel like the same business rather than two businesses that share a logo.

That is the whole of the omnichannel problem, and it is not solved with a redesign. We started with how people actually behave — what they look at, where they hesitate, where they give up — then rebuilt the journey from discovery through to purchase around what we found, on both sides of the shop door.

The result was a better experience at every touchpoint and, more to the point, results the business could measure.

Read the full article on The Drum