A disruptive personalized omni-channel user experience to build valuable long-term relationships. A program beyond loyalty.
Loyalty starts and ends with with people and their emotions.
It is Hudson’s Bay’s ambition to be the store of the future in a fast changing playing field. Therefore they needed a future forward CRM approach one that doesn’t feel like all the others. At TBWA\Neboko, my employer at the time, I crafted a CRM strategy (together with TBWA\Mobile) and led the UXDEsign process of the 'Club Hudson's Bay' Loyalty Program (app/web) to enrich the customer experience and help position the brand. From user scenarios to wireframes & low fidelity screens to UI design.
The UX Design concept of all privileges at Club Hudson’s Bay were exclusive, service focused and cutting edge. Therefore we didn't focus on discounts rewards, but only concentrate on services based on state-of-the-art technology which makes your life easier. Off course all members get access to premium services and the first preview of the newest products available at the department stores.