Liberty is an iconic and heritage department store in the heart of London, renowned for its high-end luxury experience and unique product range spanning across fashion, cosmetics, accessories and homeware.

THE CHALLENGE

Liberty engaged with Greenlight to deliver a digital shopping experience which aligned with its overall brand identity and bring it into the 21st century. Our objectives were:

• To provide a new customer-facing experience that would be fully responsive and would provide the business with the ability to trade and merchandise to high-end customers through a mix of content and commerce.
• To deliver a platform to support a truly international engagement strategy for its worldwide customer base.
• To create an individually personalised experience for customers. Offering tailored content and articles based on their browsing behaviour, designer and category opt-in triggers throughout the site.
• To build a platform to manage Liberty’s two separate loyalty programmes and to support the accrual and redemption of points across all channels.
• To design, architect and integrate an omnichannel proposition via integration to its ERP alongside building a roadmap of ERP changes to support the future ambitions of the business.

THE STRATEGY

We employed our enterprise project delivery methodology, coined ‘4D’, which stands for Discover, Design, Deliver, Deploy.

• We ran an extensive consulting phase for three months through which we facilitated 20 workshops and delivered a functional specification, high-level design and project delivery plan for the first phase of the project.
• We split our delivery team up to focus on key areas of the solution to run parallel work streams and manage any risk with our external dependencies. Our 4D methodology is based on an iterative delivery model, enabling us to produce working code the client could see and use every two weeks.
• Throughout the project, we worked very closely with the other partners within the Liberty business to push the boundaries on what was possible within its existing solution to deliver the enhanced experience the client required.
• Finally, we helped evolve the roadmap of those solutions where Liberty was the first to use these newly built capabilities.

THE RESULTS

• We achieved a 31% increase in conversions
• We increase transactions of 20%
• We drove a 13% increase in revenue