Arriva - website design and build
Transforming e-commerce and mobile platforms for a leading bus operator
We conducted five extensive research projects involving external and internal sources, to help define the engineering personas that RS was looking to reach and highlight the vital elements in the process of software adoption.
By understanding how their customers behave across the full customer lifecycle, and overlaying pain points and moments of truth, we are able to inform future campaign work and help RS Components position themselves as 'the' brand for engineers.
Over 200 suggestions for improvement, tackling every customer pain point resulted in a new email strategy, multiple series of training videos, an end-to-end parts manager app and an overhaul of customer data.
These maps became the foundation for RS Components’ journey to enabling customers to "realise their big ideas and shape the future.”
We used these insights directly to power our campaigns and create what the RS team called
"the best product launch we have ever done".
Client Services Director
Kay has been with us since the beginning of the relationship with RS Components over 6 years ago and has led them through over 15 different projects ranging from research to integrated campaigns.
Want to work with Kay? Drop her an email: