Fostering Brand Loyalty by Reimagining the In-Store Experience

Solution

A shared, immediate, and scalable consumer service roadmap.

First, we met with our client’s Business Execution/Operations, Brand Strategy & Creative Direction, and Marketing Operations teams so that we could deeply understand their current packaging and their updated goals. We also discussed what their competitors were doing, what our client needed to accomplish with this project, and what their internal teams had already done. With clear expectations in place, we were ready to move forward.

Next, we used in-person field testing to clarify the signage, layout, clothing tags, and the checkout/bagging experience (including what materials were used (tissue paper, the receipt, etc.)) and determine what information those materials included.

We also looked at the Wholesale unboxing experience, even heading to the back of the store and examining the large-order packaging that shipped stock.

After some further research, we developed consumer personas and multiple scenarios. Then we led a series of improvement discovery and prioritization sessions with the client’s store leaders and team leaders who worked with large, multi-brand retailers. This allowed our client to clearly define what improvements needed to be made at once and what actions should be included in future plans.