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MitchellsStores.com

Redefining Retail for the Masters of Style

Hypothesis
Create an online shopping experience that delivers Mitchells’ legendary standards
Now in its third generation, the clothier known as Mitchells has built a heritage on exquisite designer goods and exceptional service. Without question, their style advisors love their customers (they even wrote a book called “Hug Your Customers”). And their customers love Mitchells’ personalized service. When this luxurious brand decided to develop e-commerce, no commodity digital experience would do.
Plan
Making what works, work better
We started by showing the Mitchells team an ideal-state customer journey. Using those insights, we started constructing the website. Our goal was to empower the store’s style advisors to maintain and nurture their already-impressive relationships with their clients, but in a way that used digital touch points to enhance - not replace - personal contact.
Results
The world’s first digital “hug”
True to the Mitchells family tradition, the experience is now a digital “hug”, delivering on the company’s vision of adding value through unsurpassed service and a uniquely warm environment.

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