Neurosciences Expertise for Bottom-Line Results | Case Study | www.netway.eu

1. Context & situation
Mission
Results and Testimonials
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2. I. Context
Nespresso is one of the leader in the coffee world.
Positioning of excellence in the sector of the coffee.
Expert public.
A site developed by a professional international agency, in
line with the Corporate communication.
Particularly, the design of the site is very beautiful and rich.
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3. II. Situation
Problem: The call center receives too many call related to the
website, even though all the answers are available online.
Yet the website was perceived as very beautiful and "looked"
easy to use.
The gap between the users perception and the end-results
witnessed at the call center were very harmful for the brand.
In its organisation as well as in its communication, Nespresso
always places the customer at the center of their priorities.
Our proposition of applying a user-centric methodology to
meet their objectives seemed thus a natural choice for them.
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4. III. Mission
Analyse Behavior
Define Behavior
Evaluate the
current situation Quick-Wins
Understand the
with objective results and Long-Term
measures by relate the Specific advices
organising end- problems to the to improve the
user behavioral logical and current site Global & detailed
testing. graphical (Quick wins). recommendations
elements of the to develop a new
site. solution (mid-
term), with onsite
follow-up and
coaching.
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5. IV. Results
The online sales have increased 115% the first year
140% (following the quickwins), and 140% the second
year (new solution implemented). Online sales have
now become an important channel for the company.
57% … reduction of 57% of the undesired calls (ie calls
related to the website)
52% … reduction of the email complaints and faulty order
correction.
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6. V. Testimonial
"Du sceptique au convaincu... Les
NeuroSciences est un secteur de service
Internet qui apporte une couche d’intelligence
au développement de solution internet en
incluant la connaissance du comportement
des utilisateurs dans les projets. C’est un
recul par rapport au quotidien – NetWay nous
donnent vraiment des directions à prendre et
les résultats sont là !!!"
Benoît Rolland - International Internet Manager at Nespresso
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7. ®
Do you want the same results ?
Contact us
Marc Van Rymenant Alain Dewispelaere
CEO & Founder Sales Director
+352 621 31 22 07 +352 621 31 22 04
marc@netway.eu alain@netway.eu
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except where otherwise noted, content on this presentation is
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9. Having the right elements is
not enough …
®
Simplifying interfaces. TM
except where otherwise noted, content on this presentation is
licensed under a Creative Commons Attribution 3.0 License