Privé

Chanel

Luxury fashion brands are built on their ability to establish, maintain and get the most out of their high-net-worth relationships. However, increasingly this challenge is becoming more complex, as clients come to expect more intelligent use of data from the brands they spend time with, but in-store fashion advisers withhold such information because of the exclusive commission value it presents.

To combat this knowledge lockup and improve their customer experience, Chanel briefed us to devise a new mobile platform that not only centralised customer communications, but provided enough value to fashion advisers that they would be willing to relinquish the data they protected so vehemently.

The application we put forward offered a sophisticated set of features spanning both front and back-end service delivery; from easy content management for admins to shoppable personalised product recommendations from fashion advisers and easy-to-reserve tailoring services for clientele.

The project was initially concieved and run by the London team, but quickly expanded to the central Chanel office headquarters in Paris, where the idea and opportunity gained significant traction amongst the board.

DIGITAL | SERVICE DESIGN | CUSTOMER EXPERIENCE | INNOVATION

Agency: Matter Of Form | Work: Pitch Only