Case Study: Sky achieves 26% conversion uplift and mobile sales growth with Usablenet

Sky - Customer Case Study

Sky, the UK and Ireland’s leading home entertainment and communications provider with over 10 million subscribers, partnered with Usablenet to address growing mobile usage. UX research revealed major usability problems on Sky’s responsive site—particularly within Shop Sky—where navigation and the path to purchase were unclear, browsing was lengthy, and existing customers struggled to access account options, limiting conversions and customer satisfaction.

Usablenet delivered a UX-driven redesign: a visual, responsive Shop Sky with a customizable homepage showing prices and bundles, a “Build your Bundle” feature, simplified navigation, multiple checkout options, live chat support, and a GPS-enabled store locator. The changes boosted mobile performance—mobile orders rose to 20% of sales (up from 5–10%) and overall conversions improved 26% between Q1 and Q4 2014—while streamlining the customer journey and improving satisfaction.

Sky