Case Example: Retail Pharmacy Chain

Situation: Client was looking to bring their brand positioning and strategy to life by highlighting opportunities across the customer lifecycle to create a more personal experience for customers and help them live longer, healthier, happier lives. The team also wanted to identify areas for improving channel optimization to enable the delivery of more relevant customer experiences in an operationally efficient manner. 

Our Approach:

• Analyzed existing customer research to understand customer segments
• Conducted best practice analysis (both in- and out-of-industry)
• Leveraged insight and best practices to develop the future customer experience
• Developed storyboards for each segment or "persona" to visually illustrate what the experience would look like across touchpoints

Project Results:

• Client implemented key elements of recommended strategy and leveraged storyboards in their efforts to communicate the initiative to internal stakeholders and agencies
• Project used as a springboard as a part of a large-scale in-store customer experience change