Foviance, the experts in multi-channel customer experience, were appointed in October 2009 by lowcostholidays.com to evaluate the user experience of their website, ensuring their position as key differentiators in the Travel industry.
lowcostholidays.com had conducted research with Foviance in the past and the further opportunities for improvement identified through the latest round proved the benefits of regular interactive testing for enhanced website performance. The direct influence and importance of the design recommendations made was immediately evident by measuring the impact of changes to key areas of the site..
lowcostholidays.com acted exceptionally quickly in implementing the easily accessed and prioritised recommendations and actions from Foviance’s reports. This commitment to their customer’s experience on both their front end and back end systems has not only increased conversion ratios, but also positioned lowcostholidays.com with a market leading user centred design website.
Lawrence Hunt, Director, lowcostholidays.com said: “Foviance brought years of user experience research and design expertise to our project and delivered a set of recommendations that were very effective when implemented. They understood our business and what we were trying to achieve through the website and focussed on the areas that would deliver an enhanced customer experience and improved business performance. Implementing just 3 of the key findings and seen a 17% improvement in our conversion rate which is a very positive return on investment!”
Mark Rose, Senior Business Consultant, Foviance, said: lowcostholidays.com is an organisation that understands the importance of getting the customer experience right and the positive impact this can have on business performance. They implement our recommendations quickly and measure the performance improvements, which is both refreshing and effective.”