Let's celebrate the 2024 illumi award winners!

Abercrombie & Fitch Co. embraced feedback from customers to build their online Wedding Shop (where they have increased their dress sales), evaluate the in-store experience for their Hollister brand, improve their website and app, and ensure customers have a comfortable shopping experience overseas. 

Audi of America used insights from customers to launch their Find Your Match tool, which drives customers toward purchase on automotive dealer lots. Customers love the function. Find Your Match increased Vehicle Detail Page visits by 57%, more than doubling the number of prospects moving through the sales funnel.

Consumer Reports leveraged human insight to develop the company's conversational AI function, 'Ask CR.' With Ask CR, customers can now ask questions to unlock all of the information collected historically from the reviewers and innovators at Consumer Reports.

BT Group sought human insight to help transition EE to become their main consumer brand. They developed the information architecture—along with new navigation—for their app and website. They also improved containment rates by 75% for their Aimee chatbot.

Frasers Group used Contentsquare's digital analytics to identify friction points in the digital experiences of their brands, including Sports Direct. Then they interviewed customers with UserTesting before revising their website checkout flow. Frasers Group saw significant improvements in checkout rate completion and eventually they used human insight to align their digital roadmap across 40+ brands.

Helix consulted with users to improve the enrollment experience for their genetic screening programs. The organization experienced a 5x increase in usage frequency by health system partners using Helix's enrollment experience over three quarters and earned a 71 Net Promoter Score, with "easy" being the most common word participants used to describe the enrollment process.

Novartis worked with UserTesting to bring their research programs in-house, increasing the organization's research volumes by 116%. Research improvements have already helped Novartis bring their digital experiences to market 50% faster, while user and customer satisfaction have increased by 25%.

PepsiCo conducted UX research to better understand and enhance the online shopping experience with key UK retail partners. Through these insights, PepsiCo advised on optimizing eCommerce content and promotions for popular snacks and oatmeal, resulting in an impressive 6-10% boost in online sales across a variety of products.

Teladoc Health utilized insight from customers to develop their virtual sitter function. The virtual sitter, combining AI motion detection and human observation, enables healthcare workers to monitor multiple patients—reducing costs while minimizing the risk of falls and other dangers.

U.S. Bank worked with UserTesting's Unlimited Insight Services function to improve the bank's autopay function—putting client feedback at the center of designing an intuitive entry point to set up autopay, manage autopay, and confirm they had set it up correctly. U.S. Bank's Experience Design Team built a winning experience that earned them a 14% increase in page visits, while generating a 7% decrease in calls to their contact centers.

Designing for joy is how Wells Fargo builds digital experiences for over 60 million customers. To assess and design for people’s complex, often triggering relationships with money and finances, Wells Fargo’s research team created the Visual Appeal and Joy indexes to measure user perceptions across the entire customer journey. As a result, CSAT scores increased 20% and WF's App Store rating rose to 4.9.

Using Contentsquare, Zenni's digital teams identified that approximately 85% of website visitors dropped out of the purchase process. Then they used human insight to create a guest checkout feature, whose sales doubled the the company's projections. The eyewear manufacturer also surveys customers to help select the copy for their product names, online designs, and even the text on their physical packages.