Create a clienteling platform to allow sales to synchronize customer profiles and provide customizable service to their VIP across APAC.
Challenge
The prestigious fashion brand want become a more customer centric organisation but in a scalable angle.
Currently, shop sales had build up their own method to stall the customer information, from a physical notebook to a personal smart phone or tablet with different applications. The customer data were scattered, they were hard share between stores, divisions and markets, which created a bottleneck of the APAC VIP customer experience.
Focus on 3 Major digital savvy personas: Millennials, One-time buyer, and Hi-income professional
Customer research
We had participant screening based on, age , professions and wealth, then we had 60 minutes 1 on 1 interviews in total of 6. After that, we had a discussion with client and they want to focus on younger and more digital savvy customers. We nailed down to 3 personas and customer journeys below:
Millennial
One-time Buyer
Rising stars / High income professional
Ideation workshop to create the IA with stakeholders
Workshop- images
we had a 2 days workshop with the sales and stakeholders from business and IT to determine the MVP features
We ran a card sorting exercise to determine the IA
Delivery- a Clienteling app on IOS allow sales to manage all customer infomation.
Experience showcase