As with other retail categories, the pet sector continues to experience eCommerce growth. Much of the growth can be attributed to the rise in digital customer-centric experiences that make it simple and easy to do business with many companies in this space. With mobile owning roughly 75% of global eCommerce by 2021, IPP knew they needed to strategically position themselves to deliver on the goal of being the people store for pets. At the same time, IPP also needed to create a cohesive experience across a family of brands, each with different customers, loyalty programs and product catalogs. Managing this harmonization and unification initiative was key while they also determined the best way to deliver a better customer experience in their stores and through all digital touchpoints. IPP knew they needed a single technology solution and a unified loyalty program that would connect the brands, but also knew other changes were going to be necessary to compete.
Uniting these individual brands and hundreds of properties in a single usable application was no easy feat. Incorporating the quality of the Starwood Preferred Guest (SPG) program in a single mobile experience that is not only intuitive, but also loaded with all of the features guests want and expect, made the challenge even greater. The mobile experience on both iOS and Android had to serve the brands’ most loyal guests AND increase mobile bookings. Starwood needed a beautiful, elegant and comprehensive mobile experience.
As experts in experiences and business transformation, IPP turned to Bottle Rocket for help in three key areas.
As experts in digital product strategy and development, IPP turned to Bottle Rocket for help in three key areas.
Using our expertise in design thinking, customer research, marketplace analytics and a deep understanding of how IPP wanted to drive business value through customer experiences, we engaged a cross-functional team to deliver on all three work streams simultaneously.
As experts in digital product strategy and development, IPP turned to Bottle Rocket for help in three key areas.
Using our expertise in design thinking, customer research, marketplace analytics and a deep understanding of how IPP wanted to drive business value through customer experiences, we engaged a cross-functional team to deliver on all three work streams simultaneously.
As experts in digital product strategy and development, IPP turned to Bottle Rocket for help in three key areas.
Using our expertise in design thinking, customer research, marketplace analytics and a deep understanding of how IPP wanted to drive business value through customer experiences, we engaged a cross-functional team to deliver on all three work streams simultaneously.
As experts in digital product strategy and development, IPP turned to Bottle Rocket for help in three key areas.
Using our expertise in design thinking, customer research, marketplace analytics and a deep understanding of how IPP wanted to drive business value through customer experiences, we engaged a cross-functional team to deliver on all three work streams simultaneously.
Using our expertise in, design thinking, customer research, marketplace analytics and a deep understanding of how IPP wanted to drive business value through customer experiences, we engaged a cross-functional team to deliver on all three work streams simultaneously.
With an overarching focus on desired business outcomes, customer expectations, as well the needs of in-store associates, we pulled together market research, ideated a go-to-market strategic approach and drafted potential value propositions to set us down the path to success. We created a robust roadmap for IPP’s entire digital ecosystem via a balanced, customer-focused, research-oriented approach that ensured every release would have the right mix of functionality, usability and desirability with appropriate levels of new feature experimentation and a constant eye on critical business metrics.
We also created a business case to secure funding from the board, designed a clickable prototype that brought to life a beautiful and frictionless mobile experience for customers along with key web page designs to show how the experience extends across platforms. And to help power future growth and scalability, we delivered a comprehensive technology assessment and long-term roadmap that set the stage for what was possible as their business evolves.
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