Customer experience to drive expansion

Our approach

We worked closely with Brompton and their technical build partners to create a global digital presence for Brompton. Following a rapid user-centred design process we iterated designs to ensure the structure and design was fully optimised and inspiring.

1. We began by immersing ourselves in everything Brompton. We spent time in their factory, ran workshops with key stakeholders and reviewed their analytics. We also spent time in bike stores interviewing consumers in the process of purchasing bikes.

2. One of the key research findings was that people would only consider buying a Brompton if their commute included a train journey. Consumers didn't realise the benefits of owning a Brompton and the positive impact on their lifestyle.

3. We worked collaboratively with senior Brompton stakeholders to define, and get agreement on:

• The end-to-end customer journey from acquisition through to retention

• An in-depth digital strategy and roadmap

• How to structure the organisation to support the ongoing success of their digital channels

4. We then based ourselves on-site, running a series of design workshops to collaboratively sketch out optimal user journeys and designs. We started with a wide range of ideas - simply drawn on pencil and paper - which we refined into a small number of design directions.

5. We then went into detailed design, running a number of rounds of user testing with participants across the globe. This validated our design direction and secured a truly best-in-class experience.