We were engaged by L’Oréal’s global leadership team to envision and design the future of L’Oréal’s customer and beauty advisor experience across categories, brands and markets. We collaborated closely with L'Oréal to design and develop a number of next-generation solutions that have driven significant growth for L'Oréal's global business.
SERVICES
Customer Insights
Strategic Foresight
Journey Mapping
Experience Design
UX / UI Design
Service Design
User Testing
App Development
Web Development
highlights
Insight & Foresight
We conducted immersive qualitative and ethnographic research to help L'Oréal gain an empathetic understanding of their customers across beauty categories in different geographic markets, including North America, EMEA and APAC. In addition, we conducted a global market scan to identify emerging trends and innovations that were driving changes in the needs and behaviours of beauty consumers and creating new opportunities for L'Oréal's business.
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Journey Mapping
We developed a series Current State Journey Maps that provided L'Oréal with an intimate understanding of what customers were currently experiencing with beauty, across categories and brands, including critical paint points and key opportunities for improvement. Based on the insights uncovered in the Current State Journey Maps, we developed a variety of Future State Journey Maps that defined what the future customer experience with beauty could be, including sketches and visualizations of future beauty scenarios.
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Mobile Experience
We collaborated closely with L'Oréal to create a next-generation mobile experience that would empower customers to discover, learn, engage and manage their entire beauty journey with L'Oréal. The mobile experience focused on seamless personalized shopping, personal beauty routine management, inspiration on trends and styles, education on products and application techniques, community connection and brand loyalty.
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Beauty Advisor Solutions
We designed, developed and implemented a number of solutions to empower beauty advisors to better engage customers, deliver a variety of new customer services, sell smarter and operate more efficiently in retail stores.
Solutions included a range of emerging derma technologies and mobile and tablet apps that equip beauty advisors with an assortment of assisted selling, clientelling, booking management, service management, mPOS and business intelligence features.
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Client TESTIMONIAL
As our trusted partner, they helped us envision the future of L'Oréal's customer experience and create a number of next-generation solutions that have driven significant results for our business globally. When it comes to connecting the dots between consumer insights, experience design and emerging technology they are in a league of their own. Their team is truly world class and always delivers beyond expectations.
