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Connected Customer Journey

Digital-to-Store Bridge Platform

130K

Trial Applications

19K

New Customers

70%

YoY Growth

14.6%

Conversion Rate

The Challenge

Customers researched services digitally but needed in-store completion for high-consideration purchases, creating friction and abandonment. The disconnect between online research and in-store purchase created a significant conversion barrier.

Customer Anxiety

Pre-purchase concerns about quality, coverage, and switching complexity

Channel Disconnect

Digital research didn't connect to in-store purchase journey

Trust Barrier

High-consideration purchases required personal validation

My Approach

Discovery

Mapped complete customer journey from awareness to purchase
Identified key drop-off points through analytics and user research
Conducted stakeholder interviews across retail and digital teams
Analyzed competitor approaches and industry best practices

Execution

Designed risk-free trial program removing purchase anxiety
Built digital-to-store bridge with seamless handoff
Created personalized follow-up sequences
Implemented real-time inventory and availability checks

Results & Impact

130K trial applications generated in first year
19K new customer acquisitions directly attributed
70% year-over-year digital growth achieved
14.6% trial-to-purchase conversion rate
Reduced customer acquisition cost by 23%

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