USA
176 N RacineCANADA (ON)
88 Queens Quay WestCANADA (BC)
701 West Georgia Suite 1500NEW ZEALAND
79 Lichfield StreetIt’s not a rhetorical question. The George is a prestigious 5-star boutique hotel in Christchurch, New Zealand, known for its world-class hospitality. But when it came to selling gift vouchers and certificates online, the experience didn’t match the brand. Customers found the process cumbersome and frustrating, leading to abandoned transactions and lost revenue.
The George’s website sold gift certificates for dining and accommodation, but the purchasing process was confusing and tedious. With too many steps and unclear options, many customers gave up, calling the hotel instead or abandoning their purchase entirely.
This friction meant The George was missing out on a key revenue stream, especially during peak gift-giving seasons. A seamless, user-friendly process was essential to align the online experience with the luxury and ease that The George brand promised.
We redesigned the user journey to be clearer and more intuitive. A guided interface made selecting gift certificates seamless, while a streamlined checkout reduced steps and friction. By eliminating unnecessary complexity, we created an effortless, luxury-aligned experience.
The results were immediate and impactful. Customers reported a significantly improved experience, finding it easier to browse, select, and complete their purchases. Staff also noticed a decline in inquiries about how to buy vouchers, reducing their administrative workload.
In the first four months post-launch...
A luxury brand should never have an online experience that frustrates its customers. By transforming The George’s digital purchasing process, we turned lost sales into revenue growth—proving that great design isn’t just about aesthetics; it’s about results.
Do you need to refine your digital experience to match your brand’s premium offering? Let’s talk.
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