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John Lewis: Improving customer experience and doubling revenue from online sales

Retailers can’t stand still. Our expectations for shopping in different ways are changing all the time.

We've helped John Lewis keep pace with what customers want. We started with one of the largest digital projects in the company’s history: delivering a new e-commerce platform that has handled unprecedented increases in website traffic and supported record-breaking sales. We’ve made it easier for customers to search and navigate the website, significantly reducing failed searches, and generating an uplift in completed purchases. And we’ve implemented secure encryption services to improve data security.

To bring this success, we worked closely with John Lewis staff. We took on leadership roles to drive change and efficiency. And our specialist project managers carefully managed relationships between in-house teams and the external organisations involved in the projects.

Over the course of our relationship, we’ve provided expertise in digital transformation, security and regulation, agile methodology, project and programme management, service management, and mobile software development.

We’ve been at the heart of implementing John Lewis’s digital strategy and successful transformation. With our support, this leading high-street retailer doubled online sales in just four years – and significantly improved their customers’ shopping experience.

Are you ready for Customer 4.0 revolution?

Find out more

Working closely with @johnlewisretail staff @PA_consulting helped retailer double online sales in 4 yrs #PowerOfIngenuity

Contact the consumer team