Coop – click and collect seamless convenience. Together, we created a Click&Collect concept with the potential to provide a first-class customer experience across the existing store network and all the chain’s formats.

Enhancing Customer Experience Through Coop Click and Collect

In this case study, we explore the successful collaboration between retail design agency Blink and Coop, a leading retail brand, to develop a seamless and convenient Click and Collect customer journey across all platforms and touchpoints. The innovative signature iconography, a playful walking grocery bag, was introduced by Blink to enhance brand recognition, navigation, and overall customer experience. By embracing Coop's existing positive brand associations while introducing fresh and distinctive elements, the project aimed to create a cohesive and recognizable identity for Coop's Click and Collect service.
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Introduction

As the retail landscape continues to evolve, the importance of providing customers with seamless and convenient shopping experiences has become increasingly vital. Click and Collect services have gained popularity, offering customers the flexibility to order online and collect their purchases in-store at their convenience. In this context, Coop, a renowned retail brand, sought the expertise of Blink, a leading retail design agency, to enhance their Click and Collect customer journey.
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Methodology

The project kicked off with an in-depth analysis of Coop's brand identity, values, and target audience. Blink's design team collaborated closely with Coop's marketing and customer experience teams to understand their specific requirements and objectives. Extensive market research and competitor analysis were conducted to identify gaps and opportunities in the Click and Collect customer journey.
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Design Concept

Blink's design concept revolved around creating a memorable and playful iconography that would resonate with Coop's customers while being functional and easily recognizable. The team explored various concepts, focusing on aligning with Coop's brand identity and values. The playful walking grocery bag emerged as the central design element, embodying the essence of Coop's customer-centric approach and commitment to sustainability.
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Implementation

Once the design concept was finalized, Blink seamlessly integrated the playful walking grocery bag iconography across all platforms and touchpoints of Coop's Click and Collect service. The team ensured a consistent visual language, making it easy for customers to identify and engage with the service across Coop's digital platforms, mobile app, website, and in-store signage.
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Impact and Results

The introduction of the signature iconography brought remarkable results for Coop's Click and Collect service. The playful walking grocery bag became a powerful beacon for navigation, guiding customers through the Click and Collect journey effortlessly. The distinct and fresh elements introduced by Blink strengthened Coop's brand recognition, enhancing customer loyalty and trust.