Case Study: Harvey Nichols achieves £300K annual search revenue lift and improved search accuracy with Crownpeak

How Harvey Nichols optimized on-site search and increased annual search revenue

Harvey Nichols, a leading UK luxury fashion retailer with multiple stores and a growing online presence, faced a time‑consuming, manually curated search strategy that relied on thousands of redirects and produced poor relevance for shoppers. Their complex, multi‑department product catalog and missing product data made it hard to surface the right results, driving customers away from the intended search journey.

Working with Crownpeak’s Product Discovery Platform, Harvey Nichols eliminated unnecessary redirects, optimized zero‑results handling, and removed rules causing fuzzy matches, allowing search and merchandising to be managed separately. The changes cut redirects by 92%, drove a 300k increase in estimated annual search revenue, boosted precision and recall by 15 percentage points each, and produced measurable uplifts in click‑through rate (+3%), per‑search value (+6%) and overall search accuracy (+9%), while greatly reducing manual maintenance.

Harvey Nichols

Joseph Cook

Ecommerce Product Manager