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V&AAll V&A Museum online transactions in one basket in a customized seamless purchase experience

A state-of-the-art digital experience

Download the Full Success StoryThe V&A is the world’s leading museum of art and design. Over 5,000 years of creativity in every field—from architecture, textiles, and photography to paintings, theater, and book arts—are housed in the Victoria and Albert Museum. The museum holds over 2.3 million objects and many of the UK’s national collections.With such a full, rich display in their galleries, the V&A wanted their website to offer the same engagement and complexity to cater to customers’ needs. The museum wanted to replace an end-of-life ecommerce platform and redesign the online shop, ticketing, membership, and donation purchase experiences into a single basket. The goal was to create an ecommerce space customized for a multi-faceted business, allowing sales of both retail products and non-traditional products through the same system.
“Thanks to OSF, we have a beautifully designed customer experience. We are all very impressed with the level of effort and the end result and what it means for the broader museum objectives for the continuous improvement of our customer experience.”
TANYA CHILD
ecommerce Lead, V&A
V&A
V&A
OSF replatformed the V&A’s ecommerce from Magento to a more flexible robust platform. Salesforce Commerce Cloud is a solution that optimizes the purchase journey for the user, reduces the support needed to maintain the platform, and boosts performance. We pushed the boundaries of Salesforce Commerce Cloud for a seamless single-basket purchase UX. We tailored a bespoke UX on SFRA and delivered more solid, secure, and flexible integrations with ticketing, CRM, and mixed-payment providers.V&A VISITORS AND CUSTOMERS NOW CAN:
  • Easily browse through the main website categories and their online shop in a unique online session.
  • Buy V&A merchandise and cross-purchase membership tickets for events and exhibitions.
  • Cross-purchase from shop tickets, membership, and donations.
  • Sign in and self-serve their membership (renew or update details, auto-apply their shop discount to their basket).
  • Book member-only and priority exhibitions and events.
  • Make donations to the museum.
  • Have a personalized and customized online experience, regardless of the museum transaction.
V&A
V&A
A REVAMPED, BESPOKE DIGITAL PLATFORM TO SUPPORT MEMBERSHIP GROWTH
OPTIMIZEDMEMBERSHIP PURCHASE JOURNEY
IMPROVEDMERCHANDIZING AND OPTIMIZATION TOOLS
BOOSTEDPERFORMANCE AND BETTER CUSTOMER EXPERIENCE
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Want to redesign your online shop to provide better UX.
  • Have a multi-faceted business that requires a solid, secure, and flexible online platform.
  • Have a multi-category website and want to ensure that your customers enjoy a seamless online experience.
  • Want to increase customer retention and set the base for a Loyalty Solution.
Download the Full Success Story
V&A