STEP 1
Customer insight and persona creation
Who are our customers and what do we know about them?
Research and analysis of customer behavior
Explore relevant trends and customer insights
Validation of shop feedback using internal insights
Mapping optimizations within the customer journey
STEP 2
Futureproof formula strategy
Determine what we want to excel in and make relevant choices.
Testing relevance of current formula based on first step
Positioning competition through our Futureproof Formula Model
Concretization of development themes within the formula building blocks
Activate and support through personalization, data, technology
STEP 3
Elaborate and operationalize
Concrete development of formulaic topics with impact assessment.
Workshops by development theme, possibly validated by store checks
Translate development themes into concrete initiatives and assess impact
Elaboration of development program and detailed subprojects
Support decision making and final execution
