The Body Shop

Customer focused digital strategy

The Body Shop is a household name. Like other ‘bricks and mortar’ retailers, The Body Shop has faced challenges including increased global competition in the cosmetics market, plus a fundamental shift in how their consumers wish to purchase goods and engage with them.

The brief

W3 was engaged to develop a digital strategy to address these challenges, with specific focus on customer relationships and experiences.

What we did

Collaborating closely with The Body Shop’s Executive team, we developed a comprehensive digital strategy to drive customer engagement and increased revenue. The strategy was underpinned by business, technology and customer insights and included:

  • Persona and customer experience mapping.
  • Human centered design.
  • Technology analysis and systems planning.
  • Stakeholder management.
  • Brand and campaign planning.


W3’s thought leadership helped The Body Shop Australia to evaluate complex issues, develop fresh approaches to the challenges it faced, and specifically develop a plan to move e-commerce revenue from 1.7% revenue to 8.5% revenue within 24 months.

W3 has taken us on a journey that has defined a bold new vision for how we can connect with our market and, critically, drive sales growth across all three of our channels: Retail, On-line and At-Home!

–  Mark Kindness, CEO The Body Shop Australia

ACU Career Advisor Portal

With information spread across a number of locations and sites, ACU needed a better way to engage student recruiters and career advisors.

View Case Study

Macquarie University

Events play a vital role at Macquarie University, delivering value and supporting strategic outcomes by rewarding staff and student achievements, enhancing the student experience, and attracting new students and partners. The University had an existing technology solution but were unsure if it provided the right functionality, user experience and internal support to achieve its strategic […]

View Case Study

Village Roadshow Theme Parks

Village Roadshow Theme Parks (VRTP), has its headquarters on the Gold Coast, where it operates Warner Bros. Movie World, Sea World, Wet’n’Wild, Paradise Country, Australian Outback Spectacular and Sea World Resort. Seeing a large increase in visitation from Chinese tourists, the Park’s needed an active presence on WeChat – the dominate digital engagement platform in China.

View Case Study
Your browser is out-of-date!

Update your browser to view this website correctly.Update my browser now