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How do you replace an analogue legacy shop-floor process with a digital experience and transition seamlessly?

When Clarins first talked to us about developing an enterprise level app to replace their analogue process of recording customer conversation data at their in-store beauty bars we knew that whatever we designed it needed to be seamless for the beauty advisers who were to use it. These face-to-face B2C sales consultants had been using a paper-based process to record customer details. We needed to make the new digital experience enhanced the conversations they were leading, and not inhibit them.

Solution

With a beauty adviser panel central to our UX phase, we designed and developed Clarins Connect, a powerful sales and CRM tool that streamlines how Clarins beauty advisors interact with customers in retail.

The UX was designed with the purpose of minimising the user’s screen-time, giving the beauty advisor the freedom to engage with their customer IRL.

The app records conversation data, helps generate leads and improves targeting. Since rollout, we’ve continued to support and evolve it for the past 5 years.

Results

  • 1.2+ million customer conversations
  • 700k + customer sign-ups
  • £65+ million sales through the app
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