Optimising the customer booking experience
Once the site was migrated to AWS, and the core Episerver solution was upgraded to the latest version, the focus turned to addressing the front-end of the website. We knew that by designing a new responsive front-end experience, The Landmark Trust could greatly improve conversion rates which, in turn, would help to justify future investment in digital technology.
Rather than a large-scale redesign, we first recommended quick, smaller scale improvements such as redesigning the header and using Episerver supported solutions to enhance and optimise the customer booking experience.
Enabling members to self-serve online
To enable members to better self-serve online and allow The Landmark Trust’s Booking Office to focus on solving the most complex customer queries, several new functionalities have been added to the site.
- Purchase a membership online – A new Account Area for members was developed to move the offline process of becoming a member, online.
- Redeem gift vouchers online – To alleviate the pressure on Booking Office staff, gift vouchers can now be redeemed against holiday bookings online rather than over the phone.
- Cancel a booking online – New functionality to cancel a booking online was added in response to the COVID-19 crisis.