CEWE is Europe’s largest photo printing company. Their hero product is the CEWE Photobook, but they also sold a large range of personalised photo gifts. In my role as Senior Designer and Team Lead, I was involved in a range of important projects.
Website Redesign
The CEWE Photoworld website was built on old technology and was incredibly difficult to update, due to there being no content management system. This project involved a complete redesign, re-platforming to a customised WordPress and Woo-Commerce solution and updating all product imagery.
This resulted in a website that was easier to manage internally but also provided our customers with an improved, mobile-first experience. We also noticed a significant improvement in our SEO rankings, appearing on page one of Google for all of our key search terms with in the first six months.
Customer Help Centre
Given the nature of the product CEWE sold, our Customer Service team often found themselves inundated with support requests. This was not helped by the lack of any real online support for our users.
Working closely with the Head of Customer Service, we set about building out an online customer support tool. By observing the Customer Support reps, and monitoring the most common support requests coming through, we were able to populate the Help Centre to solve the most frequent pain points, before building out the content to address less common issues.
The launch of this feature saw a significant drop in the number of calls to the customer service team, and overall hold times, so our representatives were able to focus their time on customers that required more technical advice.
SEM Campaigns
Although CEWE was a recognised brand in Europe, this was not the case in the UK, where they were competing with household names such as Photobox, Snapfish and Mixbook. In order to increase awareness of the CEWE brand, we worked closely with an external SEO agency on a number of creative campaigns including ‘If You Printed All The Instagram Pics Uploaded in a Year‘, ‘How big is Snapchat‘, and ‘Instagram Food Capitals‘.
Each of these campaigns saw a major increase in website traffic and orders and were picked up by major outlets including the Guardian, Daily Mail, NZ Herald, and Channel 4.