As well as working out the design and technology requirements, we collaborated with Cornerstone on defining the customer experience and overall strategy for the service. Our programme of work launched the brand’s online platform in a traditionally offline category.
We paid particular attention to mapping out all stages of the customer journey, identifying potential frictions and areas of concern. We actively designed for these moments ensuring that we were able to inform the user of their order status, product selection and expected delivery date.
Working with the Cornerstone team we developed and tested different product plans, pricing and subscription cycles. As customers came on board we iterated the site and behind the scenes technology to ensure that wherever possible the end-to-end fulfilment process was automated and scaleable.
So that we were able to stay true to the objective of never running out of shaving supplies, the platform would send users email updates to check that they were using the right amount of product, allowing them to easily change their plan to meet their needs.