Audemars Piguet —
The client
Founded in the Vallee de Joux in 1875, Audemars Piguet is one of the most luxurious and highly sought-after watchmakers in the world, and the only Swiss watchmaker that remains family owned.
Problem
As a traditional brand famed for its high-touch customer service, they needed help to embrace new technology and better connect the refined atmosphere of their boutiques to their digital interface.
Solution
Our goal was to align the user experience with the brand concept, which we achieved by refining and improving user flows on their in-store iPad app, and by giving it a new look and feel that was both modern and responsive.
We worked with them to bring the latest technology to the in-store experience, and support their staff to offer the best possible care and attention to customers.
Research and strategy.
For this project we partnered with SugarCRM as their external design team. They shared their insights on Audemars Piguet’s brand, culture and customer base, and ensured we had all we needed to bring our skills and expertise to the solution.
Other, more modern companies might have integrated RFID chips within the watches so as to link every watch with its owner.
But this would have gone against everything Audemars Piguet stood for and so we set out to come up with something that was both useful and in tune with their unique company culture.
The user interface was based on existing brand guidelines
— Audemars Piguet store in New York
Hello,
how may I help you?
Service is everything at Audemars Piguet, with all customers greeted personally and served depending on their need.
Furthermore, we learned that many people visit the store for reasons other than buying – often coming in to service an existing watch, or simply to find out more information.
We knew the digital solution needed to make that personalised level of service even better and more seamless for everyone involved.
A user interface designed to simplify and align the sales experience with the Audemars Piguet brand.
Contrasting “power” sidebar for sales assistants to capture and review customer data.
— Watch box widget
— Last interaction widget
— History widget
— Customer 360 Version 01
— Customer 360 Version 02
— Customer 360 Version 03
The app displays product information such as watch details, service and maintenance reports.
The result
Change happens slowly in large companies, especially ones like Audemars Piguet that are also family owned and steeped in craft, heritage and luxury. Our work, therefore, has yet to be fully rolled out.
That said, we’re proud of what we created and of our partnership with SugarCRM. We learned important lessons in integrating new processes into big brands, and solving specific problems at scale.
Our services
Exploration
- User research
- Information architecture
Design
- User experience design
- User interface design
- Design system
- Interaction design
