We set REO a challenge to move beyond traditional market research approaches so we could get real insights into the user experience across multichannel touchpoints. They delivered a complex and innovative brief and I’m happy to recommend their services.
Tesco Group
Our contributions
- Strategy
- Commercial Alignment
- Customer Journey Mapping
- Usability Testing
- Channel Optimisation
- International User Research
- Multi-language User Research
TESCO
Tesco Clubcard is the loyalty scheme of Tesco plc, a British multinational groceries and general merchandise retailer. Known for its competitive prices, Tesco has become a staple for shoppers across the UK. Listed on the London Stock Exchange, Tesco is a FTSE 100 company.
Tesco Clubcard is a loyalty scheme that rewards customers with points for every purchase. These points can be redeemed for discounts or exclusive offers, making it a popular choice for regular Tesco shoppers seeking savings.
Challenges
The REO approach
REO aimed to identify where digital solutions could be most effectively integrated to address existing offline gaps, thereby enhancing the overall customer experience across multiple channels.
The focus was on determining how digital tools and platforms could streamline interactions, improve convenience, and bridge any disconnects between the online and offline components of the customer journey. To achieve this, a two-step approach was implemented.
The outcome
Tesco wanted to gain insights, not just into usage and attitude, but details of interactions (micro-steps) at different touchpoints both online and offline, to understand where digital could best improve customer experience.
