GLOBAL BLUE
YEAR
2016
SERVICE
- Experience Design
- Digital Transformation
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.
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.
