Speed up the pace of change to meet the future
On 23 March 2020, the high street shut its doors as Britain locked down. Over night the agenda for the ongoing upgrade of digital capabilities within John Lewis changed. The future came early. 10 years of digital transformation, organisational and cultural change needed to happen in one year. In 2020 we partnered with John Lewis to help them re-imagine their iOS and Android apps as well as their public e-commerce website from the inside out.
100 years of experience revamped for mobile
Being the largest employee-owned business in the UK, the partnership’s success has always built upon its visionary way of collaborating. To transform the app experience and performance we helped John Lewis reorganise and structure their mobile teams and ways of working – paving the way for more efficient collaboration long term, while addressing current challenges.
It’s been an economic earthquake… We’ve experienced a decade-worth of changing shopping habits concertinaed into one year.
Dame Sharon White
Chair of the John Lewis Partnership, on Sky News in March 2021
A mobile-first game changer
John Lewis overcame the immediate challenge to meet the sudden change in shopping behaviour, and our collaboration springboarded them into the future. The new app design and experience has helped customer rediscover the joy of shopping with John Lewis, increasing in-app revenue with over 180% and tripled the mobile share of online sales. The new future-fit ways of working has transformed one of Britain’s most iconic brands into a trailblazing business exploring new innovations and driving long term change. Once again.
We asked ourselves how customers would shop in 10 years’ time and brought that experience into now.