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Creating convenience, anywhere

Challenge:

A major convenience retailer needed to respond to increased competition from grocery stores, drug stores and even places like Amazon. The most important people in this effort were moms and millennials – two groups that expect technology to make things way more convenient and never let their phone out of sight.

Solution:

Go through reams of research and stakeholder interviews to create customer journeys that identified opportunities for an improved experience (later cited by a Forrester analyst as “one of the best examples of journey mapping I’ve ever seen”). Then, set a course for long-term success with a mobile strategy focused on using available data to make the experience (in store or otherwise) tailored to specific people in their moment of need.

Results:

Millions of app downloads

4+ stars on iOS, Android and Windows Phone app stores

My role:

Audience sizing

Customer journey development

Partner with cross functional team for mobile strategy development