Overview
Louise Jean is an Australian fine jewellery brand known for bespoke engagement rings and heirloom quality craftsmanship, made by their in house team on the Sunshine Coast. They partnered with Process to elevate their digital experience and make custom ring buying feel clear, considered, and exciting from first browse to final decision.
The challenge
Fine jewellery purchases demand trust and clarity, yet the previous experience required customers to process too much technical information too early in the journey. Shoppers often faced information overload when navigating diamonds and settings. Louise Jean needed a calmer, more guided experience that balanced education, storytelling, and usability, replicating the reassurance of an in-store consultation.
Our approach
Success required more than adding new features. It called for a UX strategy grounded in how customers actually shop for fine jewellery. We mapped the end to end journey to identify hesitation points, then paired considered storytelling with layered education to support confident decision making. The result was a bespoke ring builder with over 34,000 possible combinations, integrated inventory and diamond management, and shareable tools such as the Dream Ring page that support collaborative purchasing.
Our solution
Guided by a single principle to make online customisation feel as seamless and inspiring as an in store experience, we rebuilt Louise Jean’s digital journey on Shopify Plus. A guided ring selection flow simplifies complex decisions through clear structure and thoughtful UX, supported by comparison and filtering tools that aid exploration. Mobile usability was prioritised to reflect how customers browse, while wishlisting, sharing, and transparent delivery information help customers move forward with confidence. Integrated inventory and diamond management systems ensure accuracy from selection through to fulfilment.
Testimonial
“We thoroughly enjoyed our time working with Poppy, Ray, Josh and the wider team at Process. Poppy was very clear and transparent with her communication towards us, always responding to our emails and calls promptly and ensuring the team addressed any bugs identified as soon as possible. While there were many hiccups in the lead-up to the launch due to our staff member spearheading the project leaving the company, the team at Process were incredibly patient with getting us up to speed on the project while also teaching us along the way.” Alice Fox - ecommerce Manager
