Highgrove Shop
Built a dependable store for Highgrove — handling events, ticketing and seasonal peaks, improving checkout with user testing, and training the team.
The brief
Highgrove asked for a solution that would:
- Keep online product, stock and order information aligned with their back-office systems.
- Support event and ticket sales that are time-sensitive and limited in stock.
- Deliver a mobile-friendly, low-friction checkout validated by real customers.
- Provide a straightforward handover and ongoing support so the team could manage the site confidently.
The challenges
- Back-office synchronisation: the site needed to stay in step with Highgrove’s internal systems without introducing confusion or oversells.
- Time-sensitive stock (events): events and ticketed items can sell out quickly and required special handling so customers never bought tickets that weren’t available.
- Customer friction in checkout: Highgrove’s catalogue and checkout had to be obvious and quick to use for a broad range of customers. The design needed evidence, not guesswork.
- Operational simplicity: the site had to be manageable by Highgrove staff with clear training and an ongoing support model.
What we did
A reliable commerce platform
We built a robust Magento storefront and integrated it with Highgrove’s back-office so product, stock and orders flow reliably between the shop and the client’s systems. Where items were time-sensitive or limited we introduced safeguards to prevent oversells during busy periods. The overall approach focuses on reliability and predictability for both customers and staff.
Event and ticketing support
We created admin workflows and customer journeys for events — including ticket delivery and booking communications — so events could be sold online with confidence and without manual workarounds. This made it practical to run seasonal and one-off events through the site.
Usability-led checkout improvements
Rather than guessing what would work, we tested the checkout and catalogue with real Highgrove customers and used that feedback to refine the experience. The changes reduced friction and made buying quicker and clearer for visitors.
Training and support
We supplied a practical training pack, ran handover sessions covering product and event management, and established a monthly support rhythm and ticketed backlog so Highgrove could manage and evolve the site with confidence.
Delivery approach
- Iterative delivery: we prioritised core reliability first (catalogue, stock and orders), then focused on events and checkout improvements.
- Close user testing: moderated sessions with actual customers shaped the checkout and product structure.
- Practical handover: documentation, training and an agreed support model ensured the site could be run day-to-day by the Highgrove team.
The result
- A dependable online shop that handles everyday commerce, seasonal surges and events without disrupting customers or the business.
- Fewer checkout issues and higher confidence to buy, thanks to usability-driven refinements.
- Simple operational workflows for the Highgrove team, backed by training and ongoing support so they can focus on customers, not firefighting.
“This is the second site C3 have delivered for us since becoming customers in 2015; with it they have delivered a seamless experience tailored specifically to our customers’ needs. Since delivery we have seen an incredible growth in eCommerce sales, visits, and incredible customer feedback. C3 are more than an agency for us, they are our partners, they guide and influence our decisions and are always there to go above and beyond when we call upon them.”
“C3 worked closely with multiple departments here to understand the requirements and processes fully to build a website that would not only support our customers for years to come but was also a much-needed time saver for our sales team. C3 take great pride in their work, made sensible recommendations along the way, and worked tirelessly to ensure we received the end result we wanted. We have continued to work with them on additional development post launch to further enhance the platform.”
“We approached C3 to provide our company with a new ecommerce platform and online strategic direction. They designed, built, and still support the website today. Highly recommended.”
“Thanks to C3's support package we have had a very smooth and seamless year of eCommerce trading. Their complete support package exceeded our expectations, allowing us to focus on our business. Once we signed up C3 took the reins, taking care of our site's security, updates, and daily liveness monitoring. They have backed this up with a dedicated accounts team, who are always on hand to support us. The fixed cost of ownership, comprehensive security and firewall, and automated update schedule has meant we are free to move our conversations from maintaining, to improving our site, and driving our sales forward. Thanks C3.”
