How Islander UK scaled from one to six locations — and went viral along the way
Islander UK scaled quickly by streamlining operations, improving the booking experience, and unlocking major revenue growth — all within two years.
“[FareHarbor] helped simplify the checkout journey, remove clutter, and improve how our products were displayed. We couldn’t have scaled without that.”
Barbara Rennie
Operations Manager
A handcrafted business ready to scale
Islander UK is an independent retailer in Edinburgh that blends Scottish heritage with modern design through Harris Tweed footwear, accessories, and hands-on workshop experiences.
When they joined FareHarbor in June 2023, they were running a popular handbag-making workshop out of a single location. Demand was high — especially during peak times — but growth was constrained by physical space, operational challenges, and a booking system that couldn’t keep up.
“Each item had its own customer type. It was chaotic,” said Operations Manager, Barbara Rennie. “As we added more offerings, the calendar became cluttered, and customers were confused.”
With support from FareHarbor, Islander UK overhauled its Dashboard — consolidating items, simplifying the customer flow, and building a backend designed for growth.
Viral moments and new markets
By the summer of 2024, Islander UK had gone viral on TikTok — with a video reaching 351K views in August. That visibility, paired with smoother booking flows and clearer location listings, unlocked a surge in demand.
Barbara’s team approached expansion strategically, opening new workshops near their original site and testing small tweaks to improve the experience each time. With FareHarbor, they embedded Google My Maps links, enabled search-by-date filters, and added subheadings for each location to help customers find (and book!) the right spot fast.
The result? More visibility, more locations, and a booking system that matched the momentum.
Operational clarity at scale
Scaling a hands-on, inventory-dependent business isn’t easy — especially when your product is custom-made by each guest. With six active sites and a seventh coming, inventory planning became essential.
FareHarbor reporting made it possible.
Barbara uses reports to track upcoming bookings and stock demand, ensuring the right handbag kits are ready at each workshop. Popular styles now inform pricing and ordering strategy.
“When you’re delivering stock into the city daily, every insight matters,” she said.
But, FareHarbor’s tools supported more than inventory. By implementing location-specific canned messages prompting reviews, Islander UK saw a significant surge in customer feedback:
- Marshall Street: from 46 to 177 reviews
- Candlemaker Row: from 172 to over 1,200 reviews
That kind of social proof? Priceless.
The features fueling success
As Islander UK expanded, their FareHarbor toolkit expanded with them. Key tools included:
- Dashboard optimization: Simplified their daily views and reporting
- Search by Date: Critical for helping customers navigate multiple locations
- Content Builder: Organized item listings to improve conversions and customer clarity
- Canned messages: Boosted reviews with automated, personalized follow-ups
- Confirmation emails: Essential for managing bookings across sites
- Add-ons: One refreshment upsell brought in over £13.5K in just 9 months!
Support every step of the way
Barbara credits her Account Manager, Zara Wright, and FareHarbor’s playbooks for helping the team refine and improve their experience over and over again.
“They helped simplify the checkout journey, remove clutter, and improve how our products were displayed. We couldn’t have scaled without that.”
One example: FareHarbor advised removing the massive calendar embed from the homepage, which previously showed every time slot from every CT. By refocusing the site around a simpler flow — with dropdowns showing handbag styles and better content upfront — they saw immediate improvements in conversions.
What’s next for Islander UK?
With new collaborations in the works, such as pop-up events at iconic sites like the Royal Yacht Britannia and the Falkirk Wheel, Islander UK is just getting started.
This summer, they’re launching a line of Scottish clan tartans in partnership with Lochcarron, adding more personalization and story to their workshops. Each new product is embedded visually into the booking flow to make it easy for customers to choose — and connect.
FareHarbor will support every expansion with scalable tools and real-time visibility, allowing Barbara’s team to manage pop-ups, new events, and multi-site logistics without missing a beat.
Advice for other operators
“It takes time and resilience,” Barbara said. “Keep being creative. If something doesn’t work, adapt and change. FareHarbor has been a true partner — helping us optimize the booking journey for our customers and our team.”
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Book a free demo with FareHarbor to see how our tools can help you scale, streamline, and succeed.
