Southeastern Grocers

Southeastern Grocers

SEG

Eggs? Check. Milk? Check. Butter? Check. An easy to use app that makes saving money on groceries simple and intuitive? Check.

Background

Southeastern Grocers is the parent company and home of Winn-Dixie, BI-LO, Harveys, and Fresco y Más grocery stores—together they make the fifth-largest supermarket chain in the U.S.

For many consumers groceries are seen a commodity, and finding the best deal often takes precedence over grocery brand loyalty. With that in mind, SEG knew that they needed to find a way to build brand loyalty through customer engagement, helping their customers feel like they would “never miss a deal.”

Challenge

In order to present themselves as a partner in the retail process, SEG knew that they needed all of their digital channels to reflect their commitment to advocating for their customers. They wanted to make sure that their customers would “never miss a deal.” Though this might sound simple, it turns out that managing customized promotions across a variety of digital media requires some pretty sophisticated UX and technology considerations. SEG challenged Shockoe to help them develop and implement a comprehensive digital presence that would successfully build brand loyalty with their customers.

Solution

Shockoe has partnered with SEG since 2014 to assist them with digital strategy, UX and UI design, performance and analytics, and development and integration. By tailoring the digital presence to meet the customer needs across all channels, the customer experience has become more seamlessly connected to the brands, thus increasing brand loyalty and customer retention.

Results

In early 2018, SEG reported their most coupons clipped in a single month. With our help, SEG is making good on their promise to their consumers that they will “never miss a deal.”

Process & Approach

Given the extended engagement with the client, Shockoe has used a variety of processes and approaches, depending on the nature of the specific engagement. Some of those specific projects have included:

  • Creating an overarching digital experience strategy
  • Re-designing, architecting, and developing all public facing websites and flagship mobile applications
  • Implementing a new offers and rewards program (American Express Plenti)
  • Integrating in-store hardware, physical cards, and customer data with new digital experiences
  • Implementing a comprehensive analytics program
  • Launching digital initiatives for their new brand, “Fresco y Mas”

Features & Technologies

  • Multi-banner mobile app
  • Multi-banner responsive site
  • Digital offer platform
  • Store locator
  • Plenti customer rewards
  • Ability to create a shopping list
  • Push notifications
  • Custom profile creations
  • iOS and Android
  • Axway Appcelerator Platform
  • Plenti by American Express
  • Akana (Prev. SOA)
  • Google Services
  • Sitecore CMS
  • Azure Cloud
  • Push Notifications (GCM/APNS)
  • Toshiba Point of Service

Ready to chat about your next great app?

Give us a shout! We’re excited to get things going.

Caribou Coffee

Caribou Coffee

Caribou

When you desperately need coffee at 6am, the last thing you care about is your coffee company’s mobile app. But what if that app could get you your coffee faster? Now there’s something worth getting excited about.

Background

Caribou Coffee is the second largest company-operated premium coffeehouse in the United States

Caribou believes “that if passion, hard work and excellence go into an endeavor, the outcome will be a quality experience.” Unfortunately, Caribou’s app had a rating of 2 out of 5 stars on the app store. They knew they needed to improve their app to provide a quality experience for their customers.

Challenge

As providers of a premium hospitality experience, Caribou knew that their mobile application was a critical component of their overall customer experience. The poor rating was an indication that consumers were unhappy—they no longer trusted the Caribou brand to provide the best app experience possible. Caribou challenged Shockoe to rebuild their mobile app in a way that would improve their customer’s digital experience, thereby enhancing the overall shopping experience and brand perception.

Solution

Shockoe identified that the original version of the app had poor architecture, security concerns, and bugs that all amounted to a poor user experience. With that in mind, Shockoe assisted with design, architecture, and development on a new Caribou app, providing a more stable and enjoyable experience for Caribou’s customers.

Results

Within a year of our engagement, Caribou’s app increased from 2 to 4.5 stars on the App store.

Process & Approach

Shockoe conducted an in-depth review of the architecture, not only for the app but also Caribou’s API Management, Service Bus, Customer Relationship Management, Loyalty Rewards System and all other points of integration. This was important to ensure the correct systems were in place to support the business goals and app experience. Through this assessment, enhancements were identified to improve the app’s user experience and processes to ensure customer data was protected. Shockoe created an overall strategy and approach to accomplish the identified opportunities, as well as built technical documentation of the current system and future processes.

Features & Technologies

  • Digital Offer Platform
  • Store Locator
  • Customer Rewards System
  • Specialty Drink Ingredient/Makeup Tracking
  • Social Sharing
  • Push Notifications
  • Custom Profile Creation
  • iOS and Android
  • Axway Appcelerator Platform
  • Custom Loyalty
  • Microsoft Azure
  • Microsoft Dynamics CRM
  • Sitecore CMS

Ready to chat about your next great app?

Give us a shout! We’re excited to get things going.

Virginia Credit Union

Virginia Credit Union

VACU

Choosing a local bank doesn’t have to mean sacrificing the latest and greatest tech. Attractive and intuitive credit card management is just one of the ways we’ve helped VACU provide customers with an extraordinary banking experience.

Background

There’s a reason that VACU has been around for 90 years

They’ve made a point of putting their members first, always. It’s what’s helped them become one of the 55 largest credit unions in the country. With the shift to digital banking, VACU knew that their member-first priority had to stay front and center. This meant adding features that members were requesting while making sure that those features worked well and were easy to use. When it comes to managing personal finances, even the slightest hiccup could mean consumers lose trust in the overall brand. With that in mind, VACU knew that offering new features such as digital card management had to be done in a way that would provide value and increase brand loyalty.

Challenge

VACU’s existing native mobile app offered limited customization options and made integration of new features very difficult. Despite wanting to provide the most modern experience for its customers, VACU was worried that their customers might perceive these limitations as inaction.

VACU came to Shockoe to determine if it would be possible to integrate new features into their existing app in a way that would offer a seamless customer experience. Specifically, they wanted to build a set of modern credit card management tools that would provide their customers with a secure, flexible, and enjoyable user experience.

Solution

VACU partnered with Shockoe to define, design, and develop a credit card portal that seamlessly integrated into their existing mobile app and website. New features also allow users to report cards lost or stolen, activate a new card, transfer a balance, turn a card on/off, see statement balances, and track payments and rewards.

Results

If you’ve seen any of the most recent VACU ads on Television, you’ll know VACU shares Shockoe’s excitement of the newly deployed card portal — it’s really cool.

As a result of our speed and the success of the design, VACU has expanded the scope of our relationship, and we are now in the process of expanding the card portal and proving out the value of an agile workflow to the business. Be on the lookout for some cool new digital experiences from this great group of people.

Process & Approach

Shockoe’s design and strategy team conducted a competitive analysis to develop a UX strategy consistent with the brand goals. Shockoe then worked with VACU’s internal team to develop an API strategy, improve development practices, and assess security considerations. These processes set the foundation for the creation of the new credit card portal, allowing the new tools to seamlessly interface with the existing technology stack. Shockoe’s development team used Google’s Angular Javascript framework, which allowed the new card portal to mimic the look of the current app.

Features & Technologies

  • Credit card on/off
  • Pay credit card balance
  • Redeem cash rewards
  • View transaction history
  • Submit travel memo
  • Bootstrap
  • Google Analytics
  • Fiserv

Ready to chat about your next great app?

Give us a shout! We’re excited to get things going.