Matalan opens UX centre in Knowsley

By

Barbara Santamaria

Published
Nov 20, 2018

Matalan has opened a user experience lab in its head office in Knowsley in an effort to better understand its consumers’ shopping journey.

The fashion and homeware value retailer will invite customers to the UX lab to interact with them more frequently and get valuable feedback about its omnichannel proposition.

With over 220 UK stores and 25 international locations, Matalan has been a key part of the UK high street since 1985. Over the last years, the company has transitioned into an omnichannel business, trying to drive sales through an integrated customer experience that combines the retailer’s online and offline channels.

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The user experience lab is another step in the same direction, according to Paul Hornby, director of e-commerce. “I’m delighted with the opening of our UX Lab as it reinforces our customer-centric, omnichannel ambitions. We’ve always had the opportunity to interact with our customers in store, but haven’t had the same opportunity online. That has now changed and this step-change in our access to qualitative data from real customers will help us continue to improve the omnichannel customer experience,” he said.

The data gained at the UX centre will be used to find new solutions and improvements for Matalan’s omnichannel approach.