London, UK, 13 January 2010 – Foviance, the experts in multi-channel customer experience, were appointed in October 2009 by to evaluate the user experience of their website, ensuring their position as key differentiators in the Travel industry. had conducted research with Foviance in the past and the further opportunities for improvement identified through the latest round proved the benefits of regular interactive testing for enhanced website performance. The direct influence and importance of the design recommendations made was immediately evident by measuring the impact of changes to key areas of the site.. acted exceptionally quickly in implementing the easily accessed and prioritised recommendations and actions from Foviance’s reports. This commitment to their customer’s experience on both their front end and back end systems has not only increased conversion ratios, but also positioned with a market leading user centred design website.

Lawrence Hunt, Director, said: “Foviance brought years of user experience research and design expertise to our project and delivered a set of recommendations that were very effective when implemented. They understood our business and what we were trying to achieve through the website and focussed on the areas that would deliver an enhanced customer experience and improved business performance. Implementing just 3 of the key findings and seen a 17% improvement in our conversion rate which is a very positive return on investment!”

Mark Rose, Senior Business Consultant, Foviance, said: is an organisation that understands the importance of getting the customer experience right and the positive impact this can have on business performance. They implement our recommendations quickly and measure the performance improvements, which is both refreshing and effective.”

Case study available:

About uses unique technology to provide a service enabling holiday packages like flights and accommodation, to be put together at the lowest price available in the market (5-star to budget). The service also offers an extensive range of other holiday options including transfers, insurance, airport parking and car hire. They are a UK Travel Industry award winner.

Foviance is a leading customer experience consultancy that works globally with some of the world’s best known brands to deliver measurable improvements in performance.

Founded in 2001 and with a heritage in website usability and data analytics, Foviance delivers consultancy to its clients about the effectiveness of their individual channels, such as mobile, web and call centre and how they combine in a cross-channel environment. For many clients, insight is provided not only in their home market, but also internationally through Foviance extensive alliance network.

Foviance engages with its customers wherever they are in their product lifecycle, and provides insight so they understand how to improve, create and deliver excellent customer experiences.

Foviance boasts 43 of the UK FTSE 100 companies among its client roster, including Barclays, BSkyB, and Sainsbury’s. In addition Foviance works with International brands such as AstraZeneca, Dell and Nokia. For further information please visit:

Published on: 12:05PM on 13th January 2010