An overview of our proposed digital ecosystem to strengthen Kiehl's brand engagement and customer satisfaction by reducing cognitive overhead while improving the diagnostic experience, increasing understanding of products, and promoting a holistic lifestyle for customers.
 

A customer journey framework to assist in identifying holistic touchpoints to bring value to consumers.

Process: Initial concept and wireframing of the pre-service mobile diagnostic app.
 

During the pre-service period, consumers are asked closed-ended questions to generate their own equation for online self-diagnosis. Product suggestions and information are then generated through the analysis of the completed equation to facilitate product dialogue between Kiehl's and the consumer.

Process: Initial concept and wireframing of the in-store interactive tabletop.
 

Interface of the interactive tabletop in use with mobile phone and product placed to give consumers insights to relevant ingredients while harnessing transparency of Kiehl's products. The concept of a chalkboard is used as a transformational metaphor to design visuals that align with Kiehl's brand perception and imagery. Microinteractions are taken into consideration for seamless transition between mobile and tabletop interfaces and to align to the brand.

Placement of the interactive tabletop while minimizing disruptions within Kiehl's original operations.

Process: Initial concept and wireframing of the post-service period for the personalized invitation.

During the post-service period, the in-store interactive tabletop experience is saved for a limited time on the mobile app for customers to review and share their experience through invitation using social media to facilitate product dialogue.Online brand exposure expands consumer base while bridging the gap of word-of-mouth marketing at a global and personalized level.