Challenge
Improve floor shopping experience.
Unilin needed to improve how customers shop for Quick-Step flooring in retail stores. It was known that, when buying flooring, customers struggled with making key decisions in-store.
Customers questioned materials and colors, couldn't envision the end result one installed, ... preventing them from buying in that exact moment.
The existing digital tools, like FloorExplorer, weren't connected to the in-store experience, creating gaps in the customer journey. Unilin decided it was time to help both customers and retailers while strengthening their market position.
Enter Made.
Impact
The solution to reimagine the in-store experience was by blending physical presence within digital tools in one coherent, immersive journey. By transforming their showroom concept into a phygital environment, Unilin empowered both consumers and retailers.
Customers could now continue their online research in store, creating a premium brand experience across every touchpoint. While retailers gained data insights to facilitate conversations, upselling and increased closing rates.
Approach
The first steps towards the actual solution consisted of a thorough technical analysis. Charting the customer journey in great detail, concepting potential solutions for every step of that journey. It was crucial in this step to work in close collaboration with Quick-Step (a subsidiary of Unilin) to find the most important needs of every customer.
This allowed us to create an established UX-flow, closely followed by rapid development of UI. To test the phygital solution we did in-store ideations, fine tuning the experience for clients.
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