Delivering Omnichannel Retail Experiences for 6 Million Users

The Challenge

Modern retail depends on tight coordination between digital channels, physical stores, inventory systems, and fulfillment workflows. The retailer’s existing setup made it difficult to deliver a consistent experience across touchpoints while scaling to meet growing demand.

Key challenges included:

• Inconsistent customer journeys between online and in-store channels
• Limited real-time visibility into inventory, pricing, and promotions
• Operational friction around omnichannel fulfillment scenarios
• Difficulty evolving the platform without disrupting active retail operations

The retailer needed a platform capable of delivering reliable, customer-first experiences while operating at significant scale.

The Approach

Our work revolved around building a robust, scalable retail platform capable of supporting millions of users across digital and in-store channels.

The platform would be fully integrated within the client’s extensive tech ecosystem and partner network.

The guiding principles were:

• Treat customer experience as a system-level outcome, grounded in platform reliability and performance.
• Design for scale and operational stability.
• Integrate deeply with core retail systems to ensure real-time accuracy across channels.
• Maintain uninterrupted retail operations while delivering the platform, and tight coupling between digital experiences and retail operations.

What We Did

We designed and delivered a unified omnichannel retail ecosystem spanning digital and physical experiences:

• Multi-platform digital delivery
  Built a customer-facing platform supporting mobile and web experiences, designed to perform reliably at high traffic volumes.
• Deep integration with retail systems
  Integrated inventory, pricing, promotions, loyalty, and partner systems to ensure customers see accurate, real-time information across channels.
• Omnichannel shopping and fulfillment workflows
  Enabled end-to-end shopping flows such as buy-online-pickup-in-store (BOPIS), allowing customers to move seamlessly between digital and physical touchpoints.
• In-store digital enablement
  Delivered in-store capabilities including product lookup, price checking, and mobile self-checkout to reduce friction and support store operations.
• Customer engagement and experience design
  Designed shopping journeys that prioritize clarity, speed, and convenience, ensuring a consistent experience regardless of channel or location.

The Impact

The re-architected retail platform now supports 6 million monthly users across 20,000 locations, delivering consistent, high-quality experiences across digital and physical channels.

Operational and customer-facing results include:

• Strong customer adoption and engagement across mobile platforms
• 4.8★ App Store rating based on 688K+ reviews
• 4.7★ Google Play rating from 615K+ reviews
• A scalable foundation for continued feature expansion and omnichannel growth

The platform continues to evolve with regular enhancements, supporting both customer satisfaction and retail operational efficiency.