Designing A New Digital Customer Experience for The Mattress Leader
A digital transformation journey that marries technology with human-centric design, elevating brand presence and boosting e-commerce success.
Live Site
www.mediastrom.com/Engagement
2019 – PresentFull technical Support and Updates
Project Type
Marketing, Branding and TechnologyE-commerce Redesign and Development
White Space Works
Information Architecture (IA), Messaging, Copywriting,, User Experience Design (UX), Ecommerce Platform Development, CMS Development, ERP Integration, Custom Application Development, Photography, Pictograms Design, 3D Design, Animation Design.The Case
Mediastrom, the leader in the sleep products industry, envisioned a new digital experience that would elevate its online presence and brand value. The challenges were to develop a digital ecosystem that would really revolutionize the way customers experience the brand and its products. On the other hand, to harmonize the human centric vision of “Sleep well, Great Living” with e-commerce growth and retail traffic without compromising partners’ profitability.
The brand needed to showcase its superior product range in a fresh, visually appealing manner, including a customization tool offering over 19,000 mattress combinations. Additionally, Mediastrom aimed to adopt a more human-centric communication style, expand into new categories, and target the hotel market. The overarching goal was to reposition Mediastrom not just as a mattress company, but as a wellness brand, necessitating a common visual and verbal language that reflected this new strategic direction.
The Challenge
Mediastrom’s web presence did not fully reflect its market leadership and brand values, with a digital experience that did not support its dual goals of e-commerce growth and driving retail store traffic.
The brand struggled to convey the superiority of its extensive product range and customization options in a user-friendly way. Additionally, the need to evolve their communication to a more human-centric, benefit-oriented approach and to effectively introduce new product categories and target the hotel market presented significant strategic challenges.
Also the extreme customization that is necessary for the proper selection of a mattress or any other sleep product, was not supported effectively.
Other major challenges were to determine the optimal Information Architecture (IA), the most friendly User Experience (UX) and the new technologies that we had to use in order to enrich our Customers; journey and achieve all branding and commercial objectives.
Our Solution
Working closely with MediaStrom’s management and teams we started from collecting data and insights through one to one interviews and focus groups Based on the findings, our team conducted extensive UX analysis and developed a solution that enriched our customers experience. Our engineering team developed a high tech customization system for selecting the appropriate mattress or bed, For the navigation system we analysed data from different customer journeysm while we at the end e tested the proposed customer journey with actual users.
Our solution included a new verbal and visual communication language, informed by brand personas. We migrated thousands of customers to a newly developed system that included a customization tool and a user journey map, enhanced by pictograms and 3D visuals. This comprehensive approach not only streamlined the user experience but also ensured that Mediastrom’s digital platform and e-commerce site became powerful brand communication touchpoints, clearly differentiating Mediastrom in the market and emphasizing its commitment to wellness.
Our Impact
The transformation resulted in a state-of-the-art digital platform that significantly distinguished Mediastrom from its competitors, enhancing both brand value and technological superiority with a distinctly human touch.
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New products added
We significantly expanded Mediastrom’s online catalog, offering customers an unparalleled selection of high-quality mattresses and sleep products.+0
Increased loading speed
Enhancements to the website’s infrastructure provided a smoother, faster browsing experience that keeps customers engaged and reduces bounce rates.+0
E-commerce sales
Our strategic overhaul of the digital platform led to a surge in e-commerce sales, demonstrating the effectiveness of combining user-friendly design with a robust online retail strategy.+0
Increased return on investment (ROI)
The comprehensive rebranding and optimization efforts underscored the financial viability and success of our approach to digital transformation and brand communication.
