Automotive &amp; Mobility

Communications

Consumer Products

Financial Services

Healthcare

Media

Retail

Social Impact

Technology

Brand Strategy, Design &amp; Performance

Client Collaborative

Connected World

Content &amp; Asset Management

Corporate Venture Building

CX Strategy, Design &amp; Performance

DesignOps

Elevated Loyalty

Engage at the Edge

Experience Everywhere

Growth Strategy

Industrial Design

Innovation Strategy

Live Marketing

Membership &amp; Loyalty

Organization Design

Product Design &amp; Delivery

Product Innovation

Product Innovation, Design &amp; Development

Service Design

Startup Growth

Sustainability

Bangalore

Barcelona

Delhi

frog Innovation Team

Gothenburg

London

Lyon

Madrid

Malmö

Mexico City

Milan

Munich

New York

Paris

San Francisco

Singapore

Stockholm

Sydney

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frog-Cap-Invent-logo

global

france

Deepening Customer Engagement with IKEA Retail

frog and IKEA Retail (Ingka Group) worked together to transform an underutilized customer club into a core part of its customer engagement strategy

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IKEA_living-room_header_03

Creating a more rewarding experience  

How does it work? 

Unlocking rewards 

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IKEA_yellow grid

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IKEA_reward_keys_phone_mockup

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Video_Cover_Reward_keys_IKEA

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IKEA saw that their customer club had potential to engage more members, in more meaningful ways. They wanted a new rewards concept that would activate support and recruit members towards the highest form of engagement—their home furnishing project journeys.

Growing IKEA Family’s impact 

Challenge

frog collaborated with IKEA to research, design and create a global rewards framework operating as a consistent way of rewarding customers across every country, whilst offering local countries flexibility to adjust.

Transforming engagement-driven loyalty 

Solution

Following country-specific trials, rewards from IKEA Family has launched in Australia, Germany, Ireland, Italy, Portugal, Spain, Sweden and UK. frog continues to support Ingka as part of the deployment to all remaining Ingka markets, ensuring customers globally can benefit from a more rewarding experience.

Substantial growth, increased engagement 

Outcomes

Project highlights

Delivering at scale

IKEA’s expansion of the rewards program shows confidence in the potential transformation to drive its membership engagement strategy forward and deepen relationships with customers.

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frog-icon-CommerceDigitalWorld

Expanding to engage the “many people”

Note: The images presented here are mock-ups and not reflective of the final solution.

Creating a Loyalty Program to Deepen Customer Relationships and Drive Cross-sell

Deepening Engagement & Loyalty with Their Best Customers

New engagement mechanics aligned with an updated brand image

Redefining a Truly Unique Loyalty Model

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24_Case-study_Desigual_Asset-header_02

Loyalty customers deserve

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While undergoing a brand image transformation, Desigual identified the challenge of finding ways to engage with new generations and future customers at the same time. 

Generating loyalty with customers

frog conducted workshops, surveys and interviews with Desigual team members to understand brand and customer expectations from a loyalty program. This enabled us to create a program that fosters long-lasting relationships between the two.

A new kind of loyalty

frog envisioned the future loyalty model, value proposition and key factors to activate it. Aligned with all company stakeholders and supported by customers’ insights, Desigual launched the new program to see a 20% increase in member engagement.

Engagement boost

Outcome

Redefining the loyalty program

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Since the inclusion of the new features, Desigual has seen an increase of more than 20% in their new members engagement ratio.

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frog-icon-Industry_Retail

Partnerships, presents and exclusivity

A closer look at our new program

Loyalty: à la mode 

Launching a Holistic Health and Wellbeing App

Helping the largest health and fitness club in Europe beat the competition

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01_-_Hero

Project Overview

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02_-_Cluster

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03_-_Workout

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08_-_Goals

Setting digital strategy and a roadmap to start moving fast

A strategic design partnership

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05_-_Homepage

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07 - Spa

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06_-_Push_up

A holistic new proposition

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09_-_Design_system

Empowering Customers through a Best-in-Class Companion Experience with STC

Transcending the Telco Op Model

Building a venture to forge a new definition of value for SMARTY customers

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Project overview

Digital-only, SIM-only: Remove all clutter and complexity: SMARTY stands out among competitors as a highly optimized, digital-only, SIM-only brand and experience.

Agile Technology: Start lean, scale up fast: In six months, the SMARTY tech team had a cloud-native web app up and running. It has now matured into an enterprise-grade cloud infrastructure, resilient enough to handle rapidly increasing volumes of traffic. Supporting SMARTY’s ‘test and learn’ ethos to continuously improve the experience, the web team regularly runs A/B testing to improve conversion, retention and understanding of customer interactions.

Experience-led: Take note of feedback: SMARTY provides value to customers by listening carefully and often to their views on how to improve. Never straying far from its ethos, SMARTY has grown through word-of-mouth, with its customers proactively sharing their satisfaction with others.

Build capacity alongside product: Fuse expertise: SMARTY has been a multi-company, multi-geography design partnership from its outset: fusing frog’s expertise in design and technology with Three UK’s telco experience to launch and scale the new product in market. Digital marketing analytics, mobile app development, billing and network provisioning teams all unite to deliver the digital experience.

frog's work with SMARTY to disrupt the conventions of an overly complex and commoditized sector is underpinned by four pillars.

Disrupting telco conventions

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SMARTY’s mission has always been to find radical new ways to put mobile customers first. Following a swift build, launch and scale, the next opportunity was to grow the business while retaining SMARTY'S purpose, customer base and innovative differentiation in the telco market.

Directions for growth

The frog team’s pre-existing knowledge of the organization meant they could rapidly develop working hypotheses on how to give SMARTY customers what they want—and ultimately grow the business further. To test, refine and validate emerging theories, the team used a blend of secondary research, stakeholder interviews, focus groups and customer diaries.

Hypothesis-led testing

A probing, hypothesis-led approach led to rapid empirical insights and the development of a solid growth strategy. The team delivered an actionable technology roadmap to ensure SMARTY can move toward new value plays for the group market—individuals using their own SIM under a shared account—which had previously been underserved. 

	Global		EN
	France		FR

	Global		EN
	France		FR