Overview

The team at Balance Internet understood our business goals and the needs of our users to deliver an on brand innovative eCommerce solution.

Lani Barmakov

Head of eCommerce & Online Sales, Heritage Brands

Part of the Heritage Brand’s family, Australis is an Australian owned cosmetics company backed by 30 years in the industry. They are renowned for being cruelty-free, CCF accredited and featuring a large vegan range. Heritage Brands partnered with Balance in late 2016 to create a new site for this iconic brand.

Services

  • Strategy
  • UX Design
  • Development

Partners

  • Magento Commerce
  • AfterPay
  • ZipPay
  • Algolia
  • ZenDesk

 

Objectives

Australis wanted a website that complimented the way their customers wanted to shop. This meant highly personalised content, a loyalty program and live support. To engage their users further we investigated social integration platforms that encourage users to create and share experiences.

  • Migrate legacy platform to Magento Commerce
  • Research trends and user engagement statistics
  • Identify customer support opportunities i.e. finding the right foundation shade
  • Integrate loyalty rewards and UGC content opportunities
  • Implement a design solution that best meets users’ needs and goals of the business
  • Multi-site and multi-store architecture for various brands.

Process

A series of workshops enabled a deep discovery of project requirements with a strong focus on defining and understanding user pain-points. This led the team to identify opportunities for the demanding needs of users shopping for cosmetics. The UX team reviewed opportunities to indicate and prioritise features such as strong social integration with a market leading social proof engine and social login.

Along with user engagement opportunities, the performance demands of high traffic periods were a key requirement to seamlessly scale and ensure stability. The involvement of the IT team at Heritage Brands allowed analysts and developers to understand and target key business requirements such as inventory and finance that allowed them to implement a solution which created operational efficiency.

Result

A brand new Magento Commerce site which represents the Australis Brand. A heavy social presence allows users to engage with other users and share tips such as finding the correct shade of foundation. This created a community of beauty enthusiasts that increased engagement on the website by leveraging the Instagram feed.

The Magento integration designed to connect their existing software allowed synchronisation of customers, orders, inventory, shipping and tracking without interruption to day-to day operations. The loyalty rewards program was integrated that turns reward points into dollars to redeem for future purchases. This, together with Zopim Live Chat, ensured that all customer queries are answered quickly and effectively, which allows for every opportunity to convert.

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