In a bid to define the CX Digital Vision and secure competitive advantage, Tesco, the multinational retail brand, asked us to help bring their F&F fashion brand to the forefront of the consumer’s minds.

The company embarked on a comprehensive digital innovation programme, including a smart changing room pilot experience. The goal was to improve the fitting and trial experience, encourage more footfall, increase sales across multiple channels and explore new CX opportunities across the entire journey.

The customer experience and market research resulted in new digital product concepts, experience improvements and a clear understanding of how the pilot would benefit both staff & customers alike.

Through in-depth market / audience research, journey mapping / service blueprinting across the entire CX, we helped Tesco to validate a pilot biz case and a nationwide launch.