No Ads. Just Coffee.
Eight months on retainer with a multi-location coffee brand in Southeast Asia, spent on one question: what stops a fourth order.
OneHalf sells coffee and equipment across several locations and one online store. Not a launch brand, and the SKU count shows it. A single change lands everywhere at once.
We came in on retainer. Quarterly business reviews, analytics, and a usability audit written for people who already knew the brand. Eight months of it.
Repeat purchase went from 34.2% to 42.1% of orders over the period. The top of the funnel stayed where it was, and we get to that further down.
Challenge
The site converts strangers well enough. It feels like a returning buyer is treated like a stranger each time. Multi-location, high SKU count, one change lands everywhere at once, so nothing can be tested in a corner. No campaign budget, no appetite for a redesign.
Idea
Approach
Quarterly reviews, analytics, usability audit
Results
The numbers, plain.
- 42% Of orders from repeat customers, up from 34%
- +6% Customer lifetime value index
- +4.5% Average order value
None of it ran as a campaign. Nothing was launched. The work was maintenance with a point of view: a standing question, asked every quarter.
Credits :
- Client :
- Onehalf Coffee. Special thanks to Shing Win and Jayden Sim
- Creative Direction :
- Studio Squat
- Lead :
- Jona Lim
- Design :
- Dylan Lee
- Analytics :
- Ethan Wong
Next project
Upbound