Project Overview

This year we've worked on adding even more improvements and optimizations to make the online experience as simple and seamless as possible, including integration of EMS which instantly sends orders to any of our 800 franchises within 5 minutes of the order being placed online, enabling same day delivery and pick up within a 2 hour time frame, as well as real-time stock on hand, which further ensures that the item will definitely be in store when a customer goes to collect.

Organisation

Harvey Norman

Team

Harvey Norman Planning Team
Harvey Norman Development Team
Harvey Norman Optimisation Team

Project Brief

From a mobile perspective, the site itself is very user-friendly, the group menu is clear and large enough that viewing and interacting with categories on a Smart phone makes it all very straightforward, providing a seamless experience for customers shopping anywhere, any time, on any channel. And now with the integration of our Social Media Channels, such as Twitter, Facebook and Google+, there are even more ways for customers to connect.

We've invested heavily in testing a redesign of our site navigation to better reflect the changes we are making on the desktop site and made it simpler and available on ALL pages of the mobile site. We've repositioned key links under the navigation to drive traffic to our best selling pages and this has raised customer interaction as well, then with the addition of a persistent Search Bar on the Category Menu Pages, the search function is readily accessible to customers without the need to navigate to the previous page.

We have invested in ensuring that the availability of our desktop payment methods has been reflected in our mobile site so we are never seen as disadvantaging our mobile customers. We spent a lot of time pioneering desktop Interest Free purchasing so it only seemed to be the next logical step to do the same on mobile.

Project Need

Click & Collect - Found the products you’re looking for online, but still want the instant gratification of picking up from a store? Simply select “Free Pickup from store” and this will automatically check against real-time stock levels, and send your order to your local store for simple and convenient collection.

Interest Free Shopping - Interest Free shopping is one of our highest revenue streams in-store so it was only logical to offer this form of payment online. When we embarked on this journey it had never been done in Australia and we were keen to be the first.

Australia Wide Store Integration - Intelligent Order Routing means that your purchase will be sent to the most suitable fulfillment location based on multiple factors including distance to your home, store stock level, and store configuration.

Real-Time Stock on Hand – Integration with EMS between our Mobile Site and retail stores across Australia means that we can provide real-time stock levels on hand which ensures that when a customer clicks to buy an item they can be confident that it’s in store waiting for them.

User Experience

Being a key pillar of our Multi-Channel strategy, we've continued to pay special attention to our Mobile Site to make it as seamless and user friendly as possible, knowing that customers don't typically shop just using one channel and they want an easy to use, integrated experience no matter the device or platform they’re navigating from.

As we've learned over the years, a lot of researching and shopping takes place on the fly, so we've ensured that our Product Pages contain all the information customer could ever need with in-depth product descriptions that we’re constantly updating, high resolution images, videos, and details specifications to really give you the “in-store” experience, but online.

Project Marketing

We've put a lot of focus on our online presence this year, as we know that Mobile is not only a dominant part of consumer's lives, but also that that Mobile experience must evolve and change to stay aligned with our customer's wants and needs.


This year we've aligned our Mobile and Desktop strategy through the following additions:

Hot Deals
Links to Hot Deals, and the facility to subscribe to the weekly Hot Deals Newsletter

Interest Free Mobile
Enabling the most convenient, simple and seamless shopping experience, from anywhere, any time, on any platform.