Project Description


  • Due to the significance of online/mobile channels and millennials, luxury brands and retailers adopted digitalization into overall customer experience while combining human touch by providing staff supporting tools.
  • The client wanted to build an Omni-channel service to enhance customer experience with the launch of the first flagship store in Korea.


  • Analyzed the luxury market, customer trends and the status of competitors’ Omni-channel services
  • Found and evaluated issues in each service process and back-end infra through sales, customer service and office staff Interviews.
  • Derived the key service areas and ideated Omni-channel services to solve the issue in the areas, evaluated and selected.
  • Evaluated priorities based on the importance and established an implementation plan considering synergy with Region and Global Project


  • Defined customer experience journey and implications from trend and customer analysis.
  • Developed ideas from key service areas and defined Omni-channel service tasks.
  • Established the prioritized services aiming at the opening date of flagship store and implementation options.