Work / Jo loves case study
How we catapulted Jo Loves mobile conversion rate by 71% and modernised their payment provider
Crafted to evoke memories you don’t want to forget, Jo Loves is a British premium perfume brand founded by Jo Malone CBE.
We have delivered an array of eCommerce projects and initiatives for Jo Loves, resulting in significant conversion rate uplift and eased eCommerce operations.
What they needed
Jo Loves first engaged us to modernise their legacy payment service provider (PSP) as their current provider wasn’t equipped to handle the payment methods customers of today expect, such as ApplePay, Klarna, or UnionPay.
The PSP migration project was born out of this need to modernise Jo Loves’ payment gateway, allowing them to offer the best-in-class payment methods their online customers were looking for.
After this initial PSP migration project, Jo Loves brought us on board to investigate why mobile visitors weren’t converting as well as desktop users.
After successfully increasing their mobile conversion rate, we have since worked with them on a payment service provider migration project and an ongoing eCommerce consultancy retainer.
Recognising the value for continuous guidance and support, Jo Loves engaged us on an ongoing retainer to lead on various eCommerce initiatives and manage their external developer agency.
Across all engagements, we have increased conversion rates and eased their eCommerce initiatives and performance.
What we did
We originally engaged eForward to find a new payment gateway for our Adobe Commerce site, Joloves.com.
They deftly gathered our requirements, both front and backend, assessed the PSP market, negotiated rates, selected the winning payment gateway and then project managed the onboarding, design, development and go-live of Stripe with our development agency and NetSuite connector.
Since switching to Stripe, our overall conversion rate is up considerably and we’re delighted.
– Catherine, Managing Director
Payment service provider migration
Jo Loves were using a legacy payment provider that was restricting their conversion potential. We analysed their business revenue and gathered payment service provider (PSP) requirements from internal stakeholders.
After this, we liaised with various payment merchants to assess the best options and negotiate rates. After presenting our recommended PSP, we project managed the onboarding, design, development, and go-live of their new PSP with their development agency and integration platform.
Consulting retainer
We continued to support Jo Loves on a retainer basis, offering regular eCommerce support and guidance.
As their consultancy partner, we lead longer-term eCommerce projects and initiatives. Offering expert guidance and recommendations, we proactively identify areas for improvement. We also manage their development agency relationship, ensuring the smooth implementation of eCommerce tasks
We’ve now engaged eForward for longer-term eCommerce projects and initiatives which frees up our Head of eCommerce to work on business as usual activities. They have become a valued member of the wider team and we wouldn’t hesitate to recommend them.”
– Catherine, Managing Director
Mobile audit
We conducted a conversion rate optimisations (CRO) audit. This CRO audit identified the exact steps Jo Loves needed to take to improve their mobile conversions.
We assessed their website performance on mobile devices, producing an easy-to-digest audit report and accompanying sheet. Recommendations were grouped by page type and priority using our proven performance matrix.
eForward also conducted a CRO audit of our site’s mobile experience, resulting in 80+ prioritised recommendations based on complexity vs impact, which they fed into the backlog with our development agency.
They are comfortable liaising with senior stakeholders as well as getting the best out of relationships with external agencies.
– Catherine, Managing Director
The Results
The solutions delivered for Jo Loves have stacked upon each other to provide long-lasting conversion rate uplift across all devices.
By working closely with the Jo Loves internal team and external partners, we are able to increase their internal capacity and keep eCommerce projects progressing to time and to budget.
80
prioritised recommendations
49%
increase in eCommerce conversions
71%
increase in mobile
conversion rate