The Nordic home design brand needed to improve retention and customer loyalty in the face of a competitive and increasingly digital market. The brand wanted to co-create with both customers and employees in order to create a relevant, appealing and engaging loyalty programme.
We set up 200 strong customer community to map out the different customer journeys and needs within interior design. The programme was further peppered with benchmark analysis and employee interviews to identify opportunities. All of these insights were then used in a design sprint, where brand and design teams created a new customer loyalty concept that was validated with the community.