Case Study

Halfords

Omni-channel strategy and roadmap.

Halfords

Omni-channel strategy and implementation roadmap for Halfords.

Project

Halfords engaged Javelin Group to conduct a detailed review of their multi-channel business and to define a five-year digital and omni-channel vision, strategy and implementation roadmap.

Outputs

Javelin Group understood the complexity of Halfords’ proposition and, as a result, was able to provide insightful recommendations (quick wins) on how to improve the user experience, service and cross-channel offering that went beyond the project remit. Javelin Group proceeded to help define and prioritise a series of initiatives that went on to form the core of Halfords’ ‘Click with the Digital Future’ strategic pillar.

Benefits

Javelin Group’s quick wins surrounding website user experience improvements played an important role in the re-launch of the Halfords website and contributed to a 20% uplift in online conversion rates in the six months following the completion of the project. The series of strategic initiatives are currently being implemented by the Halfords team with great success.

We engaged Javelin Group to conduct a detailed review of Halfords’ multi-channel business and to define our 5-year digital and omni-channel vision, strategy and implementation roadmap. Javelin Group quickly got to grips with the nuances of Halfords complex proposition and were actually able to provide a series of quick win recommendations around the experience, service and cross-channel proposition that went beyond the true remit of the project. Many of these quick wins were implemented and generated significant benefits in their own right – as an example, their recommendations around website user experience improvements played an important role in our web relaunch and contributed to an uplift of 20% in online conversion rate in the 6 months following the work.

Javelin Group went on to help define and prioritise a series of initiatives that form the core of our “Click with the Digital Future” strategic pillar. The business is now busy delivering their recommendations with great success. Throughout the project, the Javelin Group team worked collaboratively with me and my team – they are very likeable and their knowledge of the omni-channel space is unrivalled. They also understand the cultural and organisational challenges very well and worked seamlessly with both external and internal partners to ensure a complete cross-functional plan was delivered. I recommend them highly.
Clive West, Digital Director, Halfords.

www.halfords.com

Find out more about Javelin Group’s Omni-Channel Retail Planning service line.

Contact  Richard

Contact Practice Director

Richard Wolff

COO

Richard Wolff, Javelin Group’s co-founder and COO, runs our Retail Strategy practice. He has spent many years running and advising retail businesses. Recent clients include Clarks, Mothercare, John Lewis, B&Q and Marks & Spencer. Richard has an MBA from Manchester Business School.