The Vitamin Shoppe, one of the nation’s leading specialty retailers of vitamins and supplements, sought to create an auto-delivery service that could foster repeat purchase and stave off competitors, from GNC to Amazon.Through our discovery, we learned that only 50 percent of customers making an initial purchase returned once their products were consumed. With three opportunity platforms as our starting point, we brought 30 diverse stakeholders together across numerous silos. The team collectively developed 300+ ideas, leading to 12 prototypes, and of those, we selected six for feasibility analysis.
A unifying and insight-rich concept around the idea of “Discovery, delivered” provided the guidance for a range of products and services that collectively make up SPARK Auto Delivery. Within the first few weeks of launch, 10,000 people signed on as subscribers. Redesigning your customer experience? Let us help.