We raised conversions and increased revenue by eliminating confusion and friction in the buying process.

The new B2B experience gives Heineken’s business customers the information they need, exactly when they need it in a simple interface that avoids overwhelming the customer or complicating the customer journey. 

Designed for growth

The success of the application has been twofold; encouraging more existing customers to order online and attracting new customers from competitors. This has helped Heineken continue to dominate its domain.

Making the most of existing systems

The timescales of this project required us to innovate within the limits of Heineken’s existing ecommerce platform, SAP Hybris 1905. We paid careful attention to the balance between customer experience and platform functionality to deliver an exceptional framework that could be rapidly developed.

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Fast-tracked, flexible, and scalable

The end-to-end journey required numerous screens and micro-interactions. By defining and designing these at the outset, we made sure our development workflow was as streamlined and effective as possible. This process included a mix of on-site workshops, remote sessions and virtual feedback – all of which informed ongoing iterations.

Future state

We identified and documented future state options, including possibilities for customising Hybris beyond its out-of-the-box functionality. These road-mapped enhancements will be developed as part of a wider project to extend the platform’s integration and customisation capabilities.