Our Challenge

A Future 50 apparel client planned an exciting launch of products into a new competitive category worth over $65 billion globally. Our team was tasked with helping design the best omnichannel customer experience to bring their unique positioning to life, increase value perception, customer confidence, and sales.

What We Delivered

We delved deep into the BE and consumer psychology research to design a comprehensive customer experience journey that addressed three  critical questions.

  • What are the critical moments within the end-to-end experience that need to be considered to launch powerfully in this new category?

  • Which cognitive and behavioural biases are likely to reduce customer confidence and purchase rates?

  • When dealing with multiple SKU’s in multiple sizes, what role does immediacy bias play in relation to how stocked a given store should be versus various showroom models and shipping options?