Aveve, a traditional retail brand, sought to revolutionize their customer experience and in particular, wanted to reboot the way people shopped with them. They needed a clear understanding of their customers' needs, motivations, and engagement with the brand. Key questions included: Is content easily discoverable and inspirational? How can we transition to an integrated omnichannel solution, merging online and offline experiences?

We conducted a six-week Discovery phase to enhance customer experience by identifying consumer needs and evaluating their current ecosystem. This allowed us to pinpoint areas for improvement and ideate optimal solutions for customer satisfaction, including click-and-collect, home delivery, and loyalty programs. Using mixed research methodologies, we interviewed target and existing customers, conducted surveys on loyalty and digital shopping behaviors, and analyzed top search terms in Belgium. Additionally, site analytics helped us understand current audience behaviors, closely matching the target demographic. This comprehensive approach provided valuable insights to shape a superior customer experience.

At the end of Discovery, we equipped Aveve, in the midst of a rebrand, with a prioritized, tested backlog and the confidence to move into the design phase. They had a new logo and were exploring new packaging designs. Our partnership with Appnovation expanded their capabilities as we created design directions, accessible color palettes, a high-level digital style guide, and preference-tested concepts with end users. We also developed templates and components to support their KPIs, delivering over 40 experience recommendations.