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CHALHOUB GROUP
Designing nudges to enhance luxury retail experience
Supporting Chalhoub Group in designing behavioural nudges to enhance luxury retail experience. By identifying and solving for the friction points within a customer journey, we can reduce customer effort by creating moments of delight.
3 months
Through Mystery Shopping we assess customer journeys to identify friction points and develop and recommend behavioural solutions.

Brands
-Swarosvski
-Tumi
-Salvatore Ferragamo
Behavioral economics
Along every customer journey there are moments where a customer exerts effort where a decision must be made. These decision points can become friction points depending on the process, environment, and complexity of decisions which ultimately shape behaviour.
Main
deliverables
- Journey Mapping
- UX Analysis
- Mystery Shopping
- Customer Research
- Behavioral Recommendations
Context, Approach & Methodology
The Dubai Mall belongs to Chalhoub Group which is home to over 200 of the sort after luxury brands. In the luxury retail world customers have higher expectations which has a direct effect on customer experience.


In the UAE where there is no shortage of shopping options, Retailers must ask themselves: “What can I do differently that will influence shoppers to choose me, make a purchase and return?”

To answer these questions, we focused on understanding the customer journey and customer expectations which shape customer experience. To create a personalised approach for each brand we delivered the following:
- Mystery Shopping
- Journey Maps
- Friction points
- Nudge recommendations


Nudges
We recommended the following nudges:
  • Simplify
    We looked at processes within the journey and recommended that brands make use of the default effect to create an automatic effortless journey for the customer.
    1
  • Peaks
    We mapped out customer expectations and recommended changes to the environments so that the customer can experience multiple peaks throughout their journey.

    2
  • Staff
    We mapped out customer expectations and recommended changes to the environments so that the customer can experience multiple peaks throughout their journey.
    3
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Let's work together
+971 (0) 4-325-10-47
+971 (0) 50-542-01-02
hello@renascence.io
601 Burj Al Salam, Trade Center, Dubai
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