Project
2014
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CX Design
Harrod's Concierge
Information
How can we deliver Harrods personalised service to a larger audience? Our answer was Harrods concierge. A mobile application integrated with both online touchpoints and the physical store environment through the display network. Concierge offers personalisation and improved wayfinding for the customer.
Client
Harrods
A seamless experience
The digital concierge understands your behavior and preferences, online and in-store, ensuring that your experience is always personalized and relevant.
A discreet and luxurious touch
The concierge can guide you at any time to the things you love discreetly triggering digital signage around you. The app can help you interact with staff and book appointments. Over time, data will be used to improve the in-store experience.
Example user journeys
As part of our design process, we created several user journeys to help us understand how customers interact with both digital and physical touchpoints both in and out of the store.
Agency
Isobar
Team
Mona Hakky, Steve Jude
