Designing for loyalty.
CHALLENGE:
Increase member engagement from ongoing loyalty (total transactions/lifetime value), & loyalty for consumers to share the product experience with friends. (Net Promoter Score metric)
Move Panera's customers from transactional to personal. Provide Panera with a long-term vision of leading them on the path to loyalty.
We successfully boosted the conversion and increased the average order value per user, resulting in big wins for the platform. We won the business as a team that would support not only Panera Bread's personalization and marketing efforts but also support their business's design efforts with innovative thinking and ideation which was a huge compliment to the agency.
SOLUTION
I lead strategy, empathy mapping, conceptualizing ideas across multiple channels and brand touch points. I led the empathy mapping and journey mapping and collaborated with UX designers and planning strategists to help support consolidating a cohesive brand experience.
Results: We won the business as a team that would support not only Panera Bread's personalization and marketing efforts but also support their business's design efforts with innovative thinking and ideation which was a huge compliment to the agency.
How might we transform moments of delight throughout the customer journey that's relevant, convenient and personal?
In order to tell them the brand story of 100% clean food, I shared ideas that created delightful moments, allowing the user to engage with the brand in new ways.
Image Recognition Technology to tell the story of every item on Panera's Menu. I suggested the partnership with Clarifai.io.
