Skip to Content

A jewellery retailer

Path to purchase research

Reinventing the omnichannel experience in the jewelry category

A global jewelry retailer wanted to explore the future of retail, in particular, the role of integration between their online and in-store channels.

The Challenge

As our client had been adapting to Covid-related store closures globally, they were keen to explore what the future of jewelry retail looked like, in order to leverage their channels and optimise shopper journeys.

The key was to understand the current and future role of online and in store channels, and understand expectations around omnichannel journeys.

Our approach

Research was carried out in five markets: China, Italy, UK, US and Australia.

Each markets represented a different growth opportunity and had different lockdown situations.

Therefore in order to carry out the research, we took a mixed methodology approach to explore and quantify:

  • Retail Trends: to give context and inspiration
  • Shop-alongs: with jewelry buyers on their purchase journey (both online and in-store, exploring thought process and behaviors)
  • Quantitative online survey: to validate the role of different touchpoints
  • Online communities: to co-create and validate new store concepts

The outcome

The research informed our client’s retail strategy in several ways:

Omnichannel and the role of touchpoints: we identified key touchpoints that could be leveraged at various stages of the journey. We clarified the needs and we defined how to better connect the channels for a seamless shopping experience.

Priority areas: the research identified key pain point along the journey, which gave our client the required knowledge to improve and differentiate themselves from competitors.

Developing retail concepts: we helped our client to develop in-store retail concepts for now and the future by focusing on needs identified in the current path-to-purchase and exploring emerging retails trends.

View Case Studies

Read More
Explore
Behavioural | Brand Development & Strategy | Campaign evaluation | Consumer Brands | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Fashion & Beauty | Loyalty & retention | Luxury | Market sizing & trends | Market understanding & opportunity | Product & service development (Innovation) | Qualitative | Range optimisation | Retail | Retail environmental design | Retail Strategy | Shopper behaviour | Usage & attitudes | Usage & Attitudes

Measuring brand reputation

03/13/2024
Behavioural | Brand Development & Strategy | Campaign evaluation | Consumer Brands | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Fashion & Beauty | Loyalty & retention | Luxury | Market sizing & trends | Market understanding & opportunity | Product & service development (Innovation) | Qualitative | Range optimisation | Retail | Retail environmental design | Retail Strategy | Shopper behaviour | Usage & attitudes | Usage & Attitudes

A toy brand

05/05/2023
Behavioural | Brand Development & Strategy | Campaign evaluation | Consumer Brands | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Fashion & Beauty | Loyalty & retention | Luxury | Market sizing & trends | Market understanding & opportunity | Product & service development (Innovation) | Qualitative | Range optimisation | Retail | Retail environmental design | Retail Strategy | Shopper behaviour | Usage & attitudes | Usage & Attitudes

Optimizing new activation experiences in store

04/07/2023
Behavioural | Brand Development & Strategy | Campaign evaluation | Consumer Brands | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Fashion & Beauty | Loyalty & retention | Luxury | Market sizing & trends | Market understanding & opportunity | Product & service development (Innovation) | Qualitative | Range optimisation | Retail | Retail environmental design | Retail Strategy | Shopper behaviour | Usage & attitudes | Usage & Attitudes

A beer brand

03/15/2023
Behavioural | Brand Development & Strategy | Campaign evaluation | Consumer Brands | Customer Experience | Customer journey mapping | Customer satisfaction & NPS | Fashion & Beauty | Loyalty & retention | Luxury | Market sizing & trends | Market understanding & opportunity | Product & service development (Innovation) | Qualitative | Range optimisation | Retail | Retail environmental design | Retail Strategy | Shopper behaviour | Usage & attitudes | Usage & Attitudes

A global toy manufacturer

02/18/2023