Revamping Online And Physical Retail Digital Experiences For 6 Million Monthly Users
Retail
Revamping Online And Physical Retail Digital Experiences For 6 Million Monthly Users
- Context: A leading retailer with over 20,000 locations across the US needed to enhance their e-commerce presence.
- Challenge: The maintenance-intensive legacy application had to be replaced by a scalable digital solution that would provide shoppers with a modern user experience.
- Solution: We designed and delivered a new front-facing digital retail platform, including a multi-purpose mobile application and website. The solution was fully integrated into the client’s existing technology ecosystem and enabled personalized, data-driven shopping experiences across channels.
- Scale: The platform supports 6 million monthly users monthly, with strong adoption reflected in a 4.8-star App Store rating and a 4.7-star Play Store rating.
What We Did
Using a staff augmentation model, we integrated our team into the client’s delivery organization to design and deliver a scalable digital retail platform focused on conversion, retention, and customer experience.
Digital Commerce Platform (Mobile and Web)
After analyzing user behavior and shopping patterns, we developed a new digital front end optimized for performance and usability.
- Designed and developed a multi-purpose mobile application
- Built a responsive e-commerce website
- Centered the experience on conversion, retention, and service
- Enabled customers to manage shopping activities entirely through digital channels
- Integrated the solution with the client’s broader technology ecosystem and partner network
Personalized Engagement and Spending Features
To increase engagement and average spend, we introduced dynamic, personalized features across the digital experience.
- Implemented a digital wallet
- Enabled coupons and discounts
- Integrated rewards functionality
- Delivered targeted offers based on user behavior and profiles
In-Store Digital Shopping Companion
The mobile app was extended to support in-store shopping and reduce friction during physical visits.
- Introduced a cart calculator for real-time spend tracking
- Enabled barcode scanning using mobile devices
- Provided customers with a running total while shopping
- Rolled out mobile self-checkout following the initial release
Buy Online, Pick Up In Store (BOPIS) Enablement
To streamline in-store fulfillment, CME delivered dedicated tooling for store staff.
- Developed a handheld terminal application for BOPIS orders
- Streamlined the pickup workflow
- Reduced wait times and improved service efficiency
- Improved overall customer pickup experience
The Impact
The mobile app received critical praise among users and is continuously updated with quality-of-life improvements and new features to deliver the best possible experience for all customers.
- 4.8-star App Store rating with 688K reviews
- 4.7-star Play Store rating with 615K reviews
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