CASE STUDY
Sarah Chapman
Scaling luxury clinical skin advice
Recreating the Luxury Clinical Experience Online to deliver 9.7% conversion uplift and +39% AOV uplift
The Results
9.7%
conversion rate from start diagnostic to purchase
+39%
uplift in average order value
88%
opt-in to email marketing
3.2 units
average basket size for purchases post-diagnostic
At Sarah Chapman, everything we do is rooted in expert consultation and deep learnings from performing over 15,000 treatments per year. Renude has enabled us to extend that philosophy seamlessly online. The platform integrates effortlessly with our website and email marketing platform, allowing us to deliver personalised skincare journeys whilst gaining a deeper understanding of our customers. It has strengthened engagement, increased confidence in our recommendations, and driven stronger commercial performance, without compromising the level of care and sophistication our customers expect.
The Challenge
Sarah Chapman London is a globally recognised luxury skincare brand, founded by renowned facialist and product formulator Sarah Chapman and rooted in advanced science, sensorial luxury and clinical expertise.
For a brand built on over two decades of advanced clinical excellence and bespoke care, Sarah Chapman London faced a challenge familiar to many professional-grade brands:
How to extend their in-clinic expertise to a growing global online audience.- How to drive higher conversion while preserving their luxury brand experience.
- How to replicate the integrity, personalisation, and sophistication of expert-led advice - without overburdening their customer service team.
Why Renude
The Sarah Chapman team were looking for a tool which could reflect the expert-led, bespoke skin consultation experience provided in their clinic.
On reviewing the options, the team decided on Renude’s solution due to a few factors:
- Visual skin analysis to help consumers understand their skin better
- Each skincare recommendation clearly explained
- Ingredient explainers for key actives in each product
- Straightforward Shopify + CRM integrations
The Solution
Renude launched a digital bespoke skin consultation on the Sarah Chapman website - a carefully crafted experience designed to:
- Guide customers through a detailed, skin-specific assessment.
- Deliver bespoke skincare routines using Sarah Chapman’s industry leading skincare expertise and professional-grade formulations.
- Communicate the rationale behind each recommendation with the clarity and authority of an in-clinic expert.
The journey was curated with the brand’s visual identity, tone of voice, and luxury feel - ensuring a seamless extension of the offline experience.
The Partnership
A Partnership to deliver expertise at scale. Sarah Chapman’s success with Renude shows the power of:
- Personalised, clinically aligned routines
- Specialised visual AI skin analysis
- Meaningful customer engagement
They partnered with Renude to create an AI-powered journey that matched the luxurious experience and clinical excellence of their physical consultations - and the results speak for themselves.
Transform your customer journey with Skin Chat AI
- Increase conversion + AOV
- Capture first party customer data
- Scalable, 24/7 customer service
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© 2026 Renude. All rights reserved.