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Avery Dennison

Customer experience strategy and engagement platform development

While Avery Dennison enjoy a strong market position and brand awareness, they identified a need to address an increase in competition across several key product lines.

W3 were approached to help with this increased competition and identify new growth opportunities.

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What we did

W3 Digital worked closely with Avery Dennison’s management team to understand their business objectives and align customer experience mapping around existing and potential customers. With the Vision Setting complete we:

  • Conducted ethnographic research with new and potential customers
  • Explored tastes, problems and desired outcomes with different groups of customers
  • Ran a quantitative survey to validate the outcomes of the qualitative findings
  • Created service design blueprints across the business, including potential new market segments
  • Develop customer journey maps to highlight service design opportunities
  • Prioritise services with stakeholders and presented findings back to the management team

 

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Results

Using an Agile approach to interaction design based on the insights gathered in the research, W3 Digital went on to revamp one of Avery Dennison’s key online product offerings.

Our work led to an increase of 604% in the volume of qualified sales leads within three months. The strategy has driven engagement and increased the value provided to industry partners. The web app has been so successful in Australia, Avery Dennison are planning to roll it out internationally.

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