Case Study: John Lewis doubles online sales and improves customer experience with PA Consulting

Improving customer experience and doubling revenue from online sales

John Lewis partnered with PA Consulting to keep pace with fast-changing customer expectations and modernize its digital retail experience. The retailer needed a major transformation to improve online shopping, support growing traffic, and strengthen security across its e-commerce operations.

PA Consulting delivered one of John Lewis’s largest digital projects by building a new e-commerce platform, improving search and navigation, and implementing secure encryption services. Working closely with John Lewis teams, PA Consulting helped reduce failed searches, increase completed purchases, and support record-breaking website traffic, contributing to a doubling of online sales in four years and a significantly better customer experience.

John Lewis