Filigran Split | Webshop for a family-owned jeweller

About Filigran Split

Filigran Split is a family-owned shop, making traditional hand-made jewellery for 4 generations already. Shop is located in the Old Town, within the UNESCO-protected Diocletian's Palace. Split is a Mediterranean seaside town, with tourism as a main industry, with the main season being between May and September, with tourists making the bulk of the shop's business. During winter months, when there are no tourists, they work on creating the summer stock.

As a local, whose family frequented the shop, I have offered my assistance to the owners with putting their shop online. It started with just a TripAdvisor and Facebook page, but then added an Instagram page and a Google Maps listing, too. However, they resisted having a website and a webshop built for years as they didn't really understand the internet and online shopping. Their children had their own jobs and families and couldn't invest time in assisting them.

SITUATION

With Covid-19, tourism has come to a halt, elderly owners were forced to temporarily close down the shop due to the lockdowns as well as distancing measures. They had a large stock of jewellery they've created over the past winter and their daughter stepped up to help, and reached out to me to see if I could help them with a webshop.

TASK

Owners are elderly, don't speak English and are not tech-savvy so it was imperative the website and orders coming in are simple to understand and that they had someone who could assist them. This person would be processing orders, fulfilling shipments (or train them how to do it) and updating the webshop stock. Their budget was limited so no-code website was the best solution.

For the owners, the website needed to have a webshop that will process payments for them, have directions to the physical shop, contact form and links to their social media pages containing reviews.

For the customers, the website needed to contain as much information in advance as possible (secure payments, discounts, shipping cost, shipping time & tracking, returns, refunds, sizing, care etc) in order to avoid unnecessary emails back-and-forth for which owners would depend on their children. Their target market are mostly British and American retirees who bought the jewellery on holiday as a souvenir, so the process had to be simple and to the point.

ACTION

I have researched available platforms and plan costs, and suggested Wix to their daughter.

As I was working on it remotely, I had to use whatever resources I had, which was product images taken by their daughter with a smartphone and some images I have taken myself when visiting their shop.

RESULT - www.filigransplit.com

- The hero section of the page clearly indicated the webshop (both as a CTA button and a link in the navigation bar) and the basket icon for checkout.

- Webshop allowed for filtering and sorting products by category and price.

- Every product page contained information on returns process and product care.

- Payment was processed by PayPal, which was clearly indicated on checkout, a known and trustworthy name in online shopping.

- Order confirmation email provided information on shipping times and informed customers of the next steps, such as estimated order processing time, when to expect a tracking number and how to use it.

Owners' kindness, level of customer service and craftmanship has already amassed them loyal following on Facebook who would often message on there to ask if they could order more products as a gift for friends and family members.

Once the website was announced via Facebook page, it created a lot of excitement and support, and ultimately, the most important aspect of the new website was that the webshop worked, which it did, and orders started pouring in!

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