How We Redesigned Sky's In-App Shop to Unlock Cross-Sell Revenue
Sky's app had a shopping problem: customers browsed premium packages but didn't buy in-app. They'd explore Sky Sports, Sky Cinema, Mobile bundles, then leave the app and buy on web or via phone.
In total business value across two products
Estimated conversion lift on in-app purchases
Of Sky's 3-year sales target
The challenge
Every drop-off was lost revenue. Every out-of-app journey was friction.
The core issue wasn't the products. It was the journey. Discovery was scattered. Comparison was difficult. The path from browsing to buying felt broken.
What we did
We led a complete redesign of the in-app Shop. Built a unified product hub where customers could see all packages, compare side-by-side, get personalized recommendations, and complete purchases without leaving the app. One seamless journey from discovery to confirmation.
We partnered with Product, Engineering, and Commercial teams to balance revenue growth, customer experience, and technical feasibility. Mapped the entire IA. Built a scalable component system for future expansion. Focused the cross-sell strategy on high-margin bundles (Mobile SIMO + Handset).
The outcome
The result: estimated 20% conversion lift on in-app purchases, positioned to deliver ~15% of Sky's 3-year sales target. A scalable foundation that grows as Sky adds new products and promotions.
