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Zoocha were asked to redesign the order confirmation and status update emails for Debenhams. Order confirmation and order status emails are often neglected parts of the e-commerce customer experience, but are extremely important for building trust and loyalty with customers, reducing calls to customer services centres and can even help to drive additional purchases.


Starting with a full competitor review, Zoocha identified examples of ‘best in class’ email design. Combining these industry best practices and Zoocha’s customer experience expertise, wireframes were created to demonstrate and refine the proposed new layouts. The agreed layouts were then handed over to the Zoocha design team to create the new email design using the Debenhams brand guidelines.