CLIENT
GLOBAL BLUE
YEAR

2016

SERVICE
  • Experience Design
  • Strategic Technology
TAG
  • Content Marketing
  • Customer Experience Design
  • Intelligent Apps

An Exclusive Digital Experience

Brief and goals

Global Blue, a leading tax refunding company, identified digital as an opportunity to rethink the design of service and physical space, with the objective of making the Customer Experience of a very demanding target more and more customized and exclusive and projected towards the brand. Learn more about the interests and behaviour of customers, mostly from China, Russia and Japan and support them in all phases of their stay in Italy: from arrival to departure.

In order to facilitate and make and exclusive shopping experience, the Global Lounge of Via della Spiga was created in Milan, in the center of the fashion district. And the challenge for Softec was exactly that: turning the Lounge experience into an opportunity to get to know, support and inspire guests.

The Design of Digital Tools

During the analysis phase, it emerged as a priority the need for the digital tools to be able to accompany the customers through the discovery of Milan’s fashion.

The personalization of the experience was also perceived as a factor of high value. Starting from these needs, Softec designed a mobile app integrated to an interactive totem, which allows the Globe Shopper to build, based on the boutiques and POIs (Points of Interest) selected, an exclusive shopping guide, sent real-time to their devices.

https://www.youtube.com/watch?v=LSLNXnhRBAY

Empowering the Shopping Journey

Visitors to the city receive information not only about Milan, but also about the Global Blue circuit in Rome, Venice and Florence.

INFORM AND INSPIRE

The app suggests thematic routes and provides useful information for the stay (places of artistic interest, hotels, clubs and restaurants).

ENABLES TAX REFUND

After shopping, the tourist will see the Global Blue Refund points in the city.

PERSONALIZING THE SHOPPING EXPERIENCE

Based on the customer’s needs, the app creates customized routes to optimize time and shopping.

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