Project Overview
Redesigned the digital customer experience for a globally recognized luxury maison. The challenge: delivering the brand’s carefully cultivated world online — without diluting it.
Starting from the in-store experience, we reimagined digital touchpoints and connected the entire customer brand journey into a seamless flow.
Approach
-
Experience Audit: Inventoried all existing touchpoints — stores, EC, social media, CRM — and mapped where the experience broke down.
-
Journey Redesign: With brand identity as the axis, designed an experience flow spanning awareness, interest, store visits, purchase, and aftercare.
-
Digital Touchpoint Implementation: Executed and operated initiatives that added digital-native value while strictly adhering to brand guidelines.
Results
- Established a digital experience that preserves the brand’s world-class identity
- Built seamless pathways from online discovery to in-store engagement
- Contributed to measurable improvements in brand loyalty