For over 150 years, Hobbs of Henley has been the Thames’ most trusted name in luxury boating experiences. Generations of families have created memories that flow through their histories like the waters they navigate.

But by 2024, their digital presence was failing to match the premium experience customers enjoyed on the water. The existing website had become an anchor dragging down revenue, with frustrated customers abandoning bookings and flooding telephone lines with enquiries.

Our brief was clear: create a digital experience as elegant as a perfectly crafted river journey, whilst honouring the heritage that makes Hobbs of Henley a treasured Thames institution.

The challenge

When Premium Service Meets Poor Digital Experience

The existing website was undermining everything Hobbs of Henley stood for. Despite offering comprehensive premium services—from private boat hire to wedding packages—the complex customer journey was costing significant revenue.

The problems were clear: customers couldn’t navigate bookings easily, staff were overwhelmed with preventable support calls, and the dated design failed to convey the luxury experience awaiting on the water. With 75% of users on mobile devices, the poor mobile experience was particularly damaging.

Most critically, the disconnect between premium service and digital experience was eroding a brand reputation built over more than a century.

The strategic Approach

Charting a Course Through Complexity

Hobbs of Henley’s diverse premium services were both their strength and digital challenge. Each needed simplification without losing sophistication.

Our approach focused on clear navigation, guiding users smoothly to their perfect boating experience. Through research and journey mapping, we created an intuitive, mobile-first site that felt as premium as their heritage vessels.

The design celebrated Thames tradition whilst ensuring modern, effortless interactions.

The results

Smooth Sailing from Day One

The transformation was immediate and measurable. Within just 30 days of launch, the new website had generated enough additional revenue to completely pay for itself—a testament to how much business the old site had been costing them.

Customer support calls decreased dramatically as users found they could easily navigate bookings, understand pricing, and access information independently. The streamlined experience not only reduced operational overheads but freed staff to focus on delivering the exceptional service Hobbs is known for.

Beyond the immediate financial impact, the website now truly represents the Hobbs of Henley experience—elegant, intuitive, and steeped in heritage. Returning visitor rates increased significantly, suggesting that the new experience encourages customers to explore more services and return for future bookings.

“Elegant, intuitive and a pleasure to use. We think you’re going to love the new online Hobbs experience.”

Suzy Hobbs, Business Development Manager