Business & Technology
Osprey London boosts checkout with Ingrid delivery platform
JOSEPH GABRIEL LAGONSIN
News Editor
Osprey London has adopted Ingrid as its delivery and returns platform following its move to the Centra eCommerce system.
The British luxury brand said the new setup replaces a fragmented logistics structure that had limited the delivery options it could offer customers. Previously, it relied on generic service tiers and separate systems for delivery and returns.
That model became harder to sustain as shoppers demanded more flexibility at checkout, including a choice of carriers, more precise delivery windows and easier returns. The retailer also wanted to introduce services such as ship-from-store and exchanges.
“There was a fundamental shift in consumer expectations. It became critical for us to be able to offer ship-from-store, nominated-day delivery, accurate delivery times at checkout and exchanges,” said Ben Jones, Head of Ecommerce & Technology at Osprey London.
After migrating its webstore to Centra, Osprey London chose Ingrid to sit between its eCommerce operation and logistics providers. The aim was to gain more control over the checkout experience and create a single operational view across deliveries and returns.
Checkout changes
One of the biggest changes was moving from a single carrier for premium deliveries to a multi-carrier model at checkout. Osprey London said this shifted 90% of its UK delivery volumes to lower-cost services.
The change improved customer satisfaction and reduced logistics costs, though the retailer did not disclose the value of those savings.
Alongside adding carrier choice, Osprey London used checkout testing tools to review its free delivery threshold. It then raised the threshold from GBP £100 to GBP £150.
According to the retailer, the increase did not harm conversion rates and improved shipping revenue, suggesting it was able to change a long-standing part of its offer without weakening online demand.
Jones said delivery is now viewed differently inside the business.
“We’ve gone from delivery being something passive on the P&L to it being something we’re genuinely proactive about.
“With Ingrid, it’s now an efficiency driver, a revenue driver and a customer experience driver. That’s a big change for us – and a change a lot of brands still haven’t introduced,” he said.
Post-purchase focus
The overhaul also covered the period after an order is placed. Osprey London said it has changed its post-purchase communications so transactional and tracking messages now run through its own customer relationship management system.
That allows the retailer to present order updates in its own brand style rather than through external courier messaging. It also said the shift created new opportunities for up-sell and cross-sell activity in post-purchase communications.
For online retailers, delivery and returns have become a bigger part of the customer experience as acquisition costs rise and repeat purchasing becomes more important. Brands have been under pressure to improve convenience without letting fulfilment costs erode margins.
Osprey London’s approach reflects a broader effort among retailers to treat checkout, delivery choice and returns as commercial levers rather than purely operational functions. The company linked the new model to revenue, efficiency and customer retention.
Ingrid Co-Founder and CPTO Piotr Zaleski said the retailer had changed the role delivery plays in the business.
“OSPREY LONDON hasn’t just redesigned its logistics operations, it has reshaped its delivery mindset,” said Piotr Zaleski, CPTO and Co-Founder at Ingrid.
“What was once accepted as a cost centre is now a driver of customer experience, conversions and loyalty, which can evolve and grow with the brand. With the agility to test, optimise and refine its delivery offering, OSPREY LONDON can stay in tune with customer demands as they continue to evolve,” he said.
The company is also considering adding delivery-related perks to its loyalty programme, including free fulfilment, free returns and longer returns windows for members.
Business & Technology
Milton Park’s Bee House hits major four-year milestone
Bee House, located at Milton Park, celebrated four years of supporting business growth and collaboration in one of the UK’s leading innovation communities on May 20.
The hub has supported more than 225 companies since its launch, with 91 businesses currently based there and occupancy at 89 per cent.
Lorna Wright, flexible workplace manager at Milton Park, said: “The Bee House plays a critical role in how we support business growth at Milton Park.
“It gives companies a clear starting point, but more importantly, a pathway to scale without needing to leave.
“We’re seeing businesses build traction here and then move into larger space across the Park as they grow.
“That continuity is a real advantage and a key part of how we support ambitious science, technology, media and innovation companies.
“I’d also like to thank the whole team at Ashdown Phillips for their ongoing role in bringing the Bee House to life day to day.”
The workspace combines co-working areas, serviced offices, and meeting facilities to support businesses at every stage.
Since 2022, meeting room bookings at Bee House have risen by 52 per cent.
Companies based at Bee House include Elemica International, Middleton Advisors, Oodle Financial Services, OxeHealth, Smith Robotics, and Total Projects.
Sarah Stevens, co-founder and people director at hoomph, said: “The sense of community here has been fantastic from day one.
“There’s a real energy in the building, with like-minded companies, which creates opportunities for collaboration that you simply don’t get in a traditional office setting.”
Business & Technology
Oxford-based family-run haulage firm in its 100th year
John Werrell & Son Ltd traces its origins back to 1926, when John Werrell entered the haulage trade alongside his son, Frank, both working as Foden drivers.
The business quickly established itself, but like many operators of the time, faced early challenges.
First John Werrell & Son lorry (Image: John Werrell & Son)
By 1929, the company had survived the General Strike and invested in a new six-wheeled Foden vehicle name The Pride of Oxford with the headboard including the slogan “WEKANKARRYIT”, which is still used today.
However, the introduction of the Salter Report brought significant pressures to steam wagon operators, with higher costs, reduced carrying capacity and tighter operating restrictions. Licensing changes also saw annual fees rise sharply, creating further strain.
READ MORE: Historic RAF Chipmunk planes spotted flying over Bicester
John Werrell & Son became a limited company in 1926 (Image: John Werrell & Son)
Despite these setbacks, the business endured and grew. By 1955 it was firmly established, with the third generation, David Werrell, joining the company from the ground up as a driver.
A year later, in 1956, the firm became a limited company, led by John, Frank and David Werrell.
The company maintained a strong relationship with Foden during this period, reflecting its longstanding loyalty to the manufacturer.
New DAF John Werrell & Son lorries still carrying the ‘WEKANKARRYIT’ motto (Image: John Werrell & Son)
Following John Werrell’s death in 1968 and Frank Werrell’s in 1981, David continued to lead the company.
Over time, the fleet evolved, moving from traditional Foden vehicles to include Leyland and Transcontinental models.
The fourth generation joined in 1976, when John began training as an HGV mechanic. He later became a director in 1987.
New DAF John Werrell & Son lorries still carrying the ‘WEKANKARRYIT’ motto (Image: John Werrell & Son)
READ MORE: Former Oxford pub tenants in £30,000 debt enter liquidation
After David Werrell’s sudden death in 1988, his wife Margaret stepped into a more active role, later becoming a director in 1991 until her death in August 2025.
Fleet modernisation continued through the 1980s and beyond, with ERF vehicles eventually replaced by DAF trucks.
READ MORE: Three Oxford flats closed after drug activity linked
Today, the company operates a fleet of 12 DAF XF106 units alongside a wide range of trailers, supporting its long-standing motto.
The firm has also expanded its services, now handling specialist transport including ADR hazardous goods across multiple classes.
New DAF John Werrell & Son lorries still carrying the ‘WEKANKARRYIT’ motto (Image: John Werrell & Son)
Now in its 100th year, the company remains family-run, led by John Werrell and his daughter Katherine, who became a director in November 2025 after 17 years of working within the company’s administration and accounts.
Despite ongoing regulatory challenges in the haulage industry, the company says it is committed to continuing its legacy for generations to come.
The company said: “We hope that we can continue to serve the road haulage industry for many more years, with new legislation and ruling making it more and more difficult each year.”
Business & Technology
Young adults hit hardest by mobile app barriers in UK
SOFIAH NICHOLE SALIVIO
News Editor
Accessiway has published UK research showing that 64% of smartphone users encounter barriers when using apps, websites and online services on their phones. The highest reported rate was among people aged 18 to 24, at 81%.
Based on a nationally representative Censuswide survey of 1,000 UK adults, the findings point to problems affecting every age group. More than half of smartphone users in each age bracket said they had experienced at least one barrier.
The research suggests mobile usability problems are not confined to older users or people with disabilities, despite a common assumption that younger consumers are more comfortable navigating digital services. Among users aged 55 and over, 53% said they had faced at least one issue, lower than the rate among the youngest adults.
Among the most commonly reported problems were ads, pop-ups and cookie prompts that were hard to close, cited by 21.5% of smartphone users. Slow-loading content was reported by 16.2%, while 16.1% pointed to confusing or poor navigation.
Text size was another recurring complaint. Some 16.0% of users said text remained too small even when enlarged, while 13.2% said content did not fit properly on their screen.


Youngest users
The age breakdown stands out because it challenges the idea that digital barriers mainly affect older consumers. Instead, the survey found the highest level of friction among younger adults, a group often regarded as the most confident mobile users.
That pattern matters for businesses that rely on mobile traffic for sales, bookings and customer service. If users struggle to complete forms, navigate menus or dismiss on-screen prompts, companies risk losing transactions before a purchase or enquiry is completed.
Accessiway linked the findings to wider pressure on retailers and other consumer-facing businesses. A CBI survey published in April reported the sharpest year-on-year decline in retail sales since the series began in 1983, with consumer confidence at a multi-year low.
Separate estimates from disability charity Purple put the cost of failing to meet the needs of people with disabilities at around GBP £2 billion a month for UK businesses. Research from the Research Institute for Disabled Consumers found that 63% of people with disabilities would give a previously inaccessible brand another chance if it improved accessibility.
Commercial impact
The latest results build on earlier research pointing to a similar trend in online shopping. In that study, 57% of UK consumers said digital accessibility problems would put them off shopping online during major sales periods, rising to 76% among younger adult shoppers.
The latest figures broaden that concern beyond peak retail periods into day-to-day mobile use. They indicate that barriers such as intrusive prompts, poor layout and unclear navigation are affecting routine interactions with digital services.
Amit Borsok, Chief Executive Officer and Co-Founder of Accessiway, said: “Accessibility is, first and foremost, about inclusion. People with disabilities and access needs must be able to use digital services equally. But the impact of inaccessibility does not stop there. These findings show that inaccessible design creates friction across the whole customer base. At a time when retailers are under pressure, businesses cannot afford to lose customers because a form is difficult to complete, a pop-up cannot be closed, or content does not work properly on a mobile screen. It goes to the heart of customer experience, loyalty and commercial performance.”
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