Neil Korgaokar
- Quote
- The increase in customer satisfaction is a huge accomplishment for us, as that is a key KPI for our ambition to offer best-in-class service to our customers.
-
+500%
increase in successfully located spare parts -
77%
uplift in spare part sales YoY -
100%
growth: spare parts now nearly 25% of all online sales -
20%
boost in customer satisfaction at checkout
The challenge
Customer research revealed the main barrier wasn’t the willingness to repair. It was complexity. With a catalogue of over 30,000 spare parts and a user base ranging from experienced foresters to amateur gardeners, many customers found the existing experience overwhelming or gave up entirely when trying to locate the right part. The digital journey lacked the same ease of use that defines Husqvarna’s physical products.
The challenge was clear: create a spare parts journey that was as intuitive as Husqvarna’s physical products, so that anyone, expert or hobbyist, could confidently repair instead of replace.
The approach
To match Husqvarna’s product excellence with a best-in-class digital experience, we set out to completely redesign the spare parts journey. Our ambition was simple: make it so intuitive you could use it while standing in a forest or sipping coffee in your garden.
We started by improving the fundamentals:
Optimised the full product data set for clarity and searchability.
Introduced visual navigation to make technical information more user-friendly.
Designed a fully responsive, cross-device solution tailored to a diverse customer base.
Implemented faceted search logic that adapts to varied terminology and search behaviour.
Through extensive prototyping and testing, we developed the Spare Parts Finder, a powerful yet user-friendly interface that allows customers to search visually, filter with ease, and instantly add parts to their cart with a single click. No product detail pages. No jargon. No frustration.
The tool guides users step-by-step, with direct links to Husqvarna’s own support and local dealers if needed, creating a seamless blend of self-service and personal help.
The outcome
The launch of the Spare Parts Finder exceeded expectations across every key performance metric:
- more than a 500% increase in successfully located spare parts
- 56% uplift in spare part sales year-over-year, spare parts now make up nearly 25% of all online sales (a 100% increase)
- 20% boost in customer satisfaction during checkout
- Record monthly revenue in the first 30 days after launch
And just as importantly, the tool directly supports Husqvarna’s global sustainability strategy. By making repairs easier and more accessible, we help reduce product waste and support the broader right-to-repair movement, estimated to reduce e-waste by up to 30%.
This is more than a UX upgrade. It’s a clear signal that the era of “replace” is giving way to a new digital standard: repair.
- Quote Neil Korgaoka
