Revamping Digital Experiences For 6 Million Monthly Users

The Background

A leading retailer with over 20,000 locations across the US was looking to enhance their e-commerce presence. As a top priority, the maintenance-intensive legacy application had to be replaced by a scalable digital solution that would provide shoppers with a modern user experience.

What We Did

After carefully studying and understanding the target audience, we developed an all-new digital front-facing solution, that includes a multi-purpose mobile app and a website centered on user conversion, retention, and service.

The digital solution was fully integrated within the client’s extensive tech ecosystem and partner network. Once online, it enabled customers to conveniently handle all their shopping activities digitally.

To improve overall customer engagement and spending, we implemented dynamic features such as a digital wallet, coupons and discounts, rewards, and targeted offers based on user behavior and profiles.

In physical stores, the app acts as a shopping companion. It offers a cart calculator that allows customers to scan items with their phones and check a running tab in real-time. Mobile self-checkout was also rolled out shortly after the first release.

For buy-online-pickup-in-store (BOPIS) orders, we created a dedicated handheld terminal application, that streamlined the pickup process and ensured faster, more efficient service for customers.

The Results

The mobile app received critical praise among users and is continuously updated with quality-of-life improvements and new features to deliver the best possible experience for all customers.