Uncovering Opportunities for New Branded Experiences
Challenge
Tide Dry Cleaners was about to relaunch their brand, and was looking for opportunities to differentiate their offerings, increase engagement, and improve their customer experiences.
Solution
Through a combination of qualitative interviews, observations, and desk research, we were able to distill a wide range of positive and negative experiences customers commonly encounter along their dry cleaning journeys. Not only did understanding customer’s desires and concerns inform design decisions throughout this service offering, but mapping out the experience revealed previously untapped opportunities to surprise and delight customers and strengthen brand loyalty.
