How can our team use our brand reputation to take on online retail convenience?

Expert shopping advice, delivery subscription + exciting store formats

“Customers expectations of shopping inspiration and value have shifted rapidly. How can our omnichannel team reinvent a brand’s retail proposition for the instant digital shopping age - with seamless integration between new high street experiences and online advice?”

When Amazon is hard to beat on price and convenience for ‘everything’, for millions of customers, how do retail brands with a longer legacy fight back?

Rich worked with a small team to research the customer proposition and operations of digital-first rivals - identifying where they were less able to serve customers’ needs.

We then created an outline premium subscription proposition, which included live in-store and online product advice.

Putting together a cross-functional squad, we ran a series of sprints to live test a ‘feels real’ version of same day delivery and offering customers colleagues’ product expertise.

Evidence from these early prototypes and trials proved that there was demand for more than just rapid delivery, and for trusted brands to edit the choices in a world of confusing, unlimited options.

The data allowed us to make a business case for further digital development, testing and scaling.

lloyalty + subscription

new proposition design

customer experience strategy