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BRAND IDENTITY ASSESSMENT

TESTING INNOVATION WITHOUT DISTURBING THE CUSTOMER EXPERIENCE

At-A-Glance

  • Understand the aspects of brand identity that were impacted by remodeling.

  • Analyze how new technology and store layout impact the customer experience.

  • Identify problems and develop recommendations to combat these issues.

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The Challenge

A year after unveiling a new brand identity, a restaurant/retailer began the process of remodeling its retail stores. They tasked the ExperienceBuilt Group with auditing the enhanced in-store customer experience, including technology integration as well as the updated look and feel.

The Experience Solution

1) Audience Intercept Plan

EBG created and executed an Audience Intercept Plan designed to determine the perceived differences between the store formats, identify friction points, and capture experience feedback.


2) Data Collection

The ExperienceBuilt Group used customer intercepts and brief interviews with team members and store owners to gather insights into the new customer experience.

The EBG Impact

The ExperienceBuilt Group determined that customers liked the new store layout. However, we uncovered customer challenges with way finding and order flow. We delivered operational recommendations to reduce any friction points and improve the overall customer experience.

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