Paul Smith - The digital experience of a flagship store

Browsing Paul Smith’s website feels like a unique experience. It keeps the users in a familiar environment with standard UX and UI, but at the same time it enhances their customer journey with significant elements, replicating the experience a client has in one of their physical flagship stores. The live chat function, the design that echoes Paul Smith’s brand voice of artful independence, the quirky Golden Rabbit emblem, the list of varied services, and the out-of-the-box shopping categories create an immersive journey, reflective of Paul Smith’s legacy.

So, it bears the question, who is behind Paul Smith’s web presence?
The short answer is a powerful tech stack, an external agency and, of course, the Paul Smith team. Keep reading for the full story behind this incredible collaboration.

The agency and the relationship with Paul Smith

Limesharp is a fully remote agency with offices in the UK, New Zealand, and Auckland. In its 15 years of operation, it focused on eCommerce for fashion, luxury, and premium brands. Its strengths lie in crafting simple, refined customer experiences that reflect the customers’ brand DNA. As such, Limesharp has had a fruitful collaboration with Paul Smith for the last three years.

From Limesharp’s perspective, the Paul Smith team is the dream client — kind, creatively driven, in short, a lovely team with amazing products. Their collaboration is so close that Limesharp is essentially part of the Paul Smith team.
That’s exactly what Paul Smith stands for as Britain’s leading independent design company. They champion positivity, curiosity, and creativity, and these qualities underpin their designs, shops, and collaborations.

Established in 1970, Paul Smith has emerged as a globally renowned symbol of fashion, celebrated for its unique craftsmanship and the vibrant pink flagship store located in Los Angeles, California.

Presently, the company operates in over 60 countries, boasting a vast network of over 130 shops, along with a strong presence in industry-leading department stores, airports, and online platforms. It takes immense pride in employing traditional methods to create impeccably crafted clothing for both men and women. 

The brief

Paul Smith has always been about looking forward. When celebrating their 50th anniversary in business, they asked themselves, “How do we stay relevant for the next fifty?”. As progressive and creative thinkers, they set out to change the way they approach and communicate with their customers, re-establish their brand, and rebuild their website to emulate the unique customer experience one would receive in one of their physical flagship stores. With the latter objective in mind, the team sought Limesharp’s technical expertise and previous experience with the eCommerce brand to support Paul Smith’s development team.

The project timeline

From the very start Paul Smith was set on building their website on a headless CMS with composable architecture. After deciding on the tech stack, Limesharp, together with Paul Smith collaborated on a discovery phase, identifying the objectives in terms of customers and brand. The main objective, as mentioned, was to recreate the customer experience from the physical stores. Secondly, they set their targets on improving assets, adding more information through multimedia files, adding editorials and all the significant parts that make Paul Smith special.

The eight-month development process took place in a hybrid mode, where the back-end was developed by Paul Smith and Limesharp implemented the front-end. The go-live went according to the release planning and, currently, both teams are in the pixel-perfecting stage, adding new functionalities based on the existing structure.

The tech stack

Both teams did a deep dive into the world of composable stack and MACH Alliance, learning what worked best for the project.

The Limesharp team is well-versed in Vue.js, so naturally this was their framework of choice. Additionally, they used Larevel for middleware, Magento for eCommerce, Cloudinary for digital asset management (DAM), Klevu for search recommendations and visual merchandising, and Storyblok as the CMS to handle all of the content.

Specifically, Klevu helps connect people to products they want to buy. Their services include eCommerce personalization, AI and NLP-powered on-site Smart Search, Smart Category Merchandising, and Smart Recommendations powered by real-time buyer intent.
Their Smart Search with advanced natural language processing is quick to generate search results even with misspellings, typos, and long specific queries.   

The category merchandising tool allows retailers to fine-tune product results using easy-to-apply strategic rules, product pinning and exclusion, and simple drag-and-drop interfaces allowing full control over what customers see or they can let AI do that magic.

Klevu’s Smart Recommendations allow retailers to optimize product recommendations with data from their own shoppers, creating a custom shopping experience. Since Paul Smith was already using Klevu on their previous, monolithic, platform, it leaned on Klevu’s AI to maximize conversion and revenue during the transformation and migration to Storyblok.
Klevu also enabled Paul Smith to reach their desired customer journey through optimized product discovery. As a brand, Paul Smith has learned to trust the AI to deliver the right product and content results to shoppers, manually merchandising as lightly as possible.

In terms of asset management, Paul Smith relies on Cloudinary to automate and optimize new, efficient approaches to the way Paul Smith handles its vast library of high-quality fashion imagery, and sells online.

Cloudinary is a central element of Paul Smith's digital image workflow, linking the creative team of photographers and marketers. The team leverages Cloudinary to effortlessly handle images by implementing a naming match feature that automatically assigns a SKU in Adobe Commerce.

Consequently, Paul Smith spends 40% less time on image management. It also uses Cloudinary to incorporate a greater amount of video content into their sales strategy.

Life after Storyblok

Paul Smith had their own CMS platform, custom built which had its drawbacks. When they decided to switch to a headless CMS, they had a lengthy review process of headless platforms, analyzing Contentful, Prismic, Graph CMS etc. trying to find the right mix of composable architecture, easy integrations, ease of use, and flexibility. They came to the conclusion that Storyblok was the most established one, with good developer support and the possibility to test it out for free. Adding to that the visual editor, the fact that you can access data in multiple ways, the long list of unique features, the scheduling capabilities, bulk updates, and the set-up for improved performance, it was an easy decision to make.

As part of the website rebuild, Limesharp created a suite of components, supported the content team and designers in using those components, and encouraged them out of their comfort zone. Currently, the content team is very familiar with Storyblok and its functionalities, coming up with ideas and feature requests.
Overall, life has become easier for the content team, benefiting from more flexibility, being able to update designs and layouts by themselves, being able to schedule their content and having more freedom overall.

On top of that, developers love the out-of-the-box Cloudinary integration and they are happy with Storyblok’s support team, always quick to help when the developers are stuck on an issue.

In terms of measurable results, the hard work and good decisions paid off. Post-launch, Limesharp registered a reduced page speed by approximately 50%! Limesharp optimized the website by stripping out third parties and unused libraries, making the code more lean, and using pre-loading. The Limesharp team is still in the process of improving the largest contentful paint. Overall, this successful collaboration between Paul Smith and Limesharp resulted inhigher conversion and revenue rates.

Key Takeaway

Such a beautiful story of collaboration, built on a powerful tech stack, can only have a happy end. The objectives were achieved, the new web presence was launched on time, and, as a regular user, we can attest: it feels as close as possible to a signature Paul Smith store and everything they stand for.