Objective: Transform Pandora’s Engraving Service

What: Publicis Sapient Asa served as Global Experience Director & Head of Experience at Publicis Sapient, a global consultancy with 40,000 employees. She led transformation projects for top brands like Pandora, Bang & Olufsen, Tetra Pak, Phizer, and Volvo.

Case Study: Pandora

Challenge: In 2016, Pandora launched an in-store engraving service in Italy, which was highly successful and rolled out globally. However, Pandora struggled to replicate this success online.

Issues Identified:

• No comprehensive data points or customer insights for the engraving journey.
• Unclear customer kinsights.
• Gaps between design and delivery teams.
• No strategic prioritization framework.

Approach: Agreed on four pillars to act as the Pandora Service Blueprint:

1. Build the Right Thing: Designed for future scalability and market rollout, supported by user and business insights.
2. Speed Up Time to Market: Explored customer journeys to identify the biggest opportunities and true value areas.
3. Continuous Value Delivery: Adopted a mindset of learning by doing, translating high-level strategy and customer insights into actionable solutions.
4. Ensure Launch Success: Ensured solutions were desirable, feasible, and commercially viable in every market launch.

Key Actions and Timeline:

• 5 Weeks: Delivered initial outcomes, including:
  • Increased speed to market for innovations.
  • Framework for continuous value delivery from insights.
  • Improved customer engraving experience through segmentation and alignment of crucial moments.

Program Components:

• Alignment of Business Goals
• Qualitative Research Deep Dive: Gained customer insights.
• Segmentation & Persona Alignment
• Customer Journey Exploration: Identified key opportunities.
• Service Design & UX
• Prototyped Solutions and Experience Design

Results:

• Developed a strategic framework and documentation.
• Created prototypes ready for application by other squad teams in Pandora’s digital team.

Skills Used: Innovation Consulting, Service Design, UX

For More Information: To identify customer goals and drive real impact towards your business objectives, contact Asa at asa@theoutcomestore.com.

Company Background: Pandora is a global jewelry brand known for its customizable charm bracelets and high-quality craftsmanship.

Åsa’s Role: CX Consultant and Global Experience Director at Publicis Sapient.