Reviewing a luxury retail experience

Working with a specialist luxury fashion consultant, we carried out a comprehensive multi-channel experience review for a luxury retailer to help them tighten up their offering and review their brand communications. 

It included a thorough look at their mobile experience (both in-app and mobile sites), desktop and tablet experience, in-store experience (in UK and US), social media review, analytics overview and staff interviews in-store. 

The results were presented back in an in-depth workshop looking at the discrepancies in the brand across channels and also supplied them with their key user journeys, building on previous persona work. 

Following this work, a larger brand review project has commenced using these findings as a roadmap.

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Related services: Experience assessments, User research