Congratulations to us! We are very pleased to announce that Wunderman Thompson Commerce and our client British American Tobacco (BAT) have won Best Specialist/Other eCommerce Award at the eCommerce Awards 2021 for BAT’s digital transformation.

In January 2020, BAT tasked Wunderman Thompson Commerce to reimagine BAT’s three new category brands, Vuse, Glo and Velo . To research behaviour across their websites, define a new CX framework, subscriptions model and deliver a new global eCommerce platform, and we’re delighted to have been recognised and honoured for our achievements in helping BAT.

BAT’s ambition was to accelerate their D2C growth across their three brand categories by delivering an integrated strategy: providing a frictionless eCommerce experience, shared UX framework across the three brands, and global alignment across markets. In reducing dependency on physical retail, particularly relevant with Covid lockdowns, their aim was to provide a best-in-class eCommerce experience that would drive conversion and maximise digital-led loyalty.

Wunderman Thompson Commerce undertook customer research to understand frictions and opportunities for the website and to create experience principals for a customer-centric subscriptions proposition. This led to the CX reset, rolled out to 15 markets, and a complete revamp of their subscriptions offering. With a shared UX framework, design and content guidelines and asset libraries, end-markets now have access to shared assets and have seen an increase in conversion, average order value, subscriptions and revenue.

Please provide your contact information to continue. Detailed information on the processing of your personal data can be found in our Privacy Policy. (in particular the "How Do We Use It?" Section).

Related Content

Josh Loebner Headshot
In The Press

Josh Loebner Joins Wunderman Thompson

Josh joins as Global Head of Inclusive Design to lead the Inclusive Experience Practice
Read More
ADC Winners WT COM Hero
News

Best Of Discipline At ADC

Our ‘Degree Inclusive’ campaign for Unilever has won Best of Discipline in Product Design at the ADC Annual Awards!
Read Article