Design a premium customer journey

Today’s luxury consumers expect a personalized service and empathy at every step of their journey with your brand. Understanding your customer’s perspective allows you to rectify, anticipate, and even prevent customer service issues from happening in the first place.

Testing with your actual customers will allow you to provide a truly luxurious experience – in time for the holiday shopping season.

The Challenge The Solution

Online sales of luxury retail grew nearly 40% last year.
A great customer experience in luxury can lead to customers paying a premium of 13%.
The virtual luxury goods market could be as large as $57 billion by 2030.

The frictionless customer journey

The challenge

Knowing what luxury consumers really want

Luxury consumers expect the best and most seamless experience. By understanding what a premium service and experience means for your clientele, you can provide it and have an edge in the luxury market.

Understanding what is working and what isn’t is essential for keeping your customers valued and recognized.

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As more shop for luxury products online, with such sales growing by 27% in 2021, luxury brands need to reimagine and redefine their digital customer experience to cater to the next generation of digitally savvy luxury consumers.

Meeting such evolving customer expectations can become challenging – especially when each step could now be their last with you – but it’s possible.

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The solution

Crowdtesting helps you understand their journey

Our customer journey testing is developed to provide a comprehensive look at what is working and what isn’t when it comes to your customers and the user-friendliness of your digital solution – throughout their entire journey with you.

This includes developing use-cases that address specific scenarios, a range of open questions that can be answered as our crowdtesters go through your product, usability ratings, and more.

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Every aspect of your digital solution can then be tested to determine its usability, functionality, and compatibility. Can your customers seamlessly connect between your website, your mobile app, social channels, on any number of connected devices? Are there any potential issues at point-of-sale? How easily can they connect to your support services?

As your customers’ expectations continually evolve, ongoing testing can keep your products fresh and relevant – particularly when considering the many factors that influence your customers’ experience, from cultural, emotional, and socio-economic to more tangible factors including your product’s performance, accessibility, and localization.

Only then can you develop a truly seamless and consistent customer experience.

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Designing a luxury experience

You don’t want your customers to stumble upon issues when they’re shopping. You want their experience to be perfect from the moment they visit you, to be rewarding when they receive their purchase, and stress-free if they return any items. That means using unbiased testers, who stand in for your customers, to check all customer journey touchpoints. You’ll then have real customer feedback to fix any issues well before your actual customers shop with you.

This is what our crowdtesters have already done for our clients and what they can do for you.


For a luxury client, we used a comprehensive survey to measure our tester’s reactions when receiving their purchase


For another client, our ability to scale up to any testing need, saw us quickly access 300 testers to process 600 orders

Online Shopping

For a third client, we conducted a complete review of their entire ordering process

How to deeply understand your clientele

Avoiding Pandora’s box

For many customers there’s something special about opening a package. It’s all part of the experience that started with their initial purchase. In addition to the overall user experience of their online shop, our luxury client wanted to better understand if the ‘unboxing’ of their products truly met the expectations of their customers.

As a provider of high-end luxury goods, they didn’t want their customers to be let down as they opened their delivery.

But to get this information, they needed unbiased feedback.

But to get this information, they needed unbiased feedback.

Our hand-picked crowdtesters were then brought in to provide a comprehensive quality assurance check on the entire ordering process but with a specific focus on unpacking their purchase.

Based on their comprehensive notes, our client could clearly see where, and why, improvements were needed to meet high expectations.

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It’s all in the delivery

With thousands of packages being sent out each week, our client wanted to benchmark their delivery service to see if there was room for improvement and to discover any delivery issues when they were entering a new market. To replicate their delivery capacity, we brought in 300 crowdtesters to order 600 products.

Not just from our client, but from one of their competitors.

Not just from our client, but from one of their competitors.

Testers would receive information about what to order and would then answer several questions about the process. How long did the delivery take? How was the delivery service? Were all documents included? Was the packaging correct and what was their experience when unboxing their purchase? Every aspect of the purchase – from finding the product to receiving a refund when returning it – was tested.

Our crowdtesters’ customer feedback clearly highlighted areas that needed work, such as on average their competitors’ products arrived in three days and theirs in four. A clear area for improvement.

Being able to process so many orders in such a brief time was a clear benefit.

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Making the black box transparent

Too often the entire customer experience is hidden from retailers. Our client, Munich-based KELLER, wanted to ensure that they fully understood their customer’s shopping experience. Especially after an order was made, so they create unique digital experiences derived from data-based insights.

Our crowdtesters were then brought on board to conduct a Customer Journey Test.

Our crowdtesters, who exactly fit KELLER’s target group profile, were then brought on board to conduct a Customer Journey Test. During their time on KELLER’s sites, each tester was monitored with Remote Usability Videos to directly record what they did and hear what they had to say about each step as they did it.

Testers were also asked to note what they did ‘after’ the purchase. Did they regularly check their order history or perhaps look at competitor’s stores?

When the order finally arrived, what was that experience? Was there enough communication to the point it was delivered?

How did they feel when unboxing their purchase? As part of the overall test, products were then returned. How did it go, were there any issues regarding refunds?

In a second round, further qualitative feedback on brand perception was obtained through in-depth interviews. For KELLER, the testing revealed in detail what their customers experienced along every touchpoint with their brand. The results also helped KELLER to enrich their personas with more characteristics in order to better serve the needs of their end customers in the further development of their stores.

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Create a premium experience with Testbirds and expand your clientele.

How we support you

Understand your luxury consumers with crowdtesting

With our hand-picked crowdtesters conducting customer journey testing, you’ll receive real feedback from people who closely resemble or already are your actual customers. It’s the ideal way to understand their expectations and whether your digital solutions are meeting them.

Our range of flexible and fully customizable customer journey testing services can help you to stay ahead of the competition and create digital solutions your customers will love. Keep customers happy, boost conversion rates, increase revenue, and cost-effectively optimize your online shop to gain and retain customers.

Conduct mystery shopping research at your online store for unbiased feedback on the shopping experience.
Receive real customer feedback on consumer behavior and the customer experience.
Check whether your logistic partners deliver according to your service level agreement.
Test your payments module – even across multiple countries.

Real people, tangible results

With the help of our crowdtesting services and project managers’ knowledge, we can help you better understand what your customers experience when using your digital solutions. You can then quickly fix issues and optimize your solution to create an unforgettable customer journey.

No matter where you are, our remote testing has you covered. Real users with real devices that match your customers. All via our platform, the Nest.


Build digital solutions that people will love

  • Global community of over 1,000,000 users & 1,500,000 devices
  • Improve the user experience of your digital solution
  • Cost-effectively optimize your product’s design and functionality
  • Use crowdtesters that demographically, culturally, and economically match your clientele

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Ready to learn more about crowdtesting for a premium customer experience?

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