Case Study – La Redoute

Header-S La redoute
Header-SM-La-redoute

La Redoute is one of the largest French multi-channel retailers. Established in 1837, they have over 10 million customers worldwide.

La Redoute thrives with experimentation on payment methods

The problem

La Redoute knew the lifetime value of credit customers was higher (than non-credit customers). Knowing this, they wanted to experiment with their credit account option alongside other payment methods.

 

The aim of the experimentation programme was threefold:

 

  1. Increase credit applications
  2. Increase the quality of (Credit) applications
  3. Not adversely impact non-credit (Cash) payment journey

La Redoute artwork

Our approach

Fundamentally for the experimentation to be successful it was important that both payment options (Cash & Credit) were clearly available to La Redoute customers. An initial UX and competitor review highlighted that the “Credit Account” information on the payment page could be improved with:

 

  • Use of icons
  • Colour & better contrast
  • New page formatting

 

While it was also noted that other retailers emphasised their credit account at checkout by reducing the prominence of alternative payment methods.

 

Armed with this insight the team at REO put together an iterative experimentation strategy. This approach minimised the risk at such a crucial step of the journey, while allowing REO’s experimentation experts to understand the influence of each and every subtle change. A series of experiments were conducted, each one building on the previous:

 

Experiment 1:

Maintained the current functionality of the credit payment option, allowing the section to expand, offering more information and a more engaging design.


La Redoute Design - Control
La Redoute Design Test 1

View the different designs:

  • Before
  • After

Experiment 2:

Taking the learnings from the first experiment and using the winning variation as the (new) control, the drop-down was removed and the information condensed into three clear USPs, to help increase engagement and encourage people to choose the credit option.


La Redoute Design Control 2
La Redoute Design Test 2

View the different designs:

  • Before
  • After

Experiment 3:

A final iteration was created, again keeping the previous winning variation as the (new) control. Building on the 2 previous experiments, REO’s experimentation team decided to hide the other payment options from the page, with only a discreet link to expand them.


La Redoute Design Test 2
La Redoute Design Test 3

View the different designs:

  • Before
  • After

The outcome

The final winning design resulted in:

  • 35% increase in click through rate to the credit application page
  • 10.3% uplift in credit applications
  • 12% increase in credit applications being accepted
  • 15% increase in (credit account) orders
  • No decline in overall transactions

 

The results were very positive and demonstrate that the strategy put forward by the team at REO was a real success. La Redoute and REO continue to push the boundaries of experimentation.


Our contributions

  • Research Strategy 
  • Experimentation  
  • CRO  
  • Design and UX Recommendations 
  • Problem Solving 
  • Analysis 

View our services

REO is an agency full of curious and proactive people

“With the use of our analytics, user research tools and user insights, REO helped us increase our sales and come up with a winning design through iterative experimentation. The proof of concept design helped us add a commercial ticket value to the project. Their professional, agile and efficient ways of working along with collaboration throughout the testing process is appreciated across the business!”

La Redoute

  • 1837 Founded
  • 10 million Customers
  • €750m+ Revenue

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