Filorga is a French science-based skincare brand that first launched in 1978. Known for its expertise in aesthetic medicine, Filorga offers high-performance anti-aging skincare. Filorga came to us with the brief to maxismize customer lifetime value, maintain a smooth buying cycle and boost customer loyalty. Our solution – a loyalty mobile app.
For the general practice of brand shop CRM systems. The POS connected to the CRM provides instant point reward feedback in users app after customers purchase in the physical store. However, Filorga is a popular brand that sells in various distributors and popup stores. They have difficulty setting up POS connect to the CRM app in all types of sale channels.
Understanding the location limitation, we suggested a flexible point reward solution that work across all sale channels: The customer scans the receipt with the app and waits for approval to gain points. The additional receipt text scanning plug-in provides precise purchase records for the back end staff to approve and avoids blurred images missing verification information to cause difficulties in verifications.
With a great success in creating professional anti-aging skin care products for 30 – 49 years old women in the middle income brakcets. According to NielsenIQ, Hong Kong females aged 35 – 44 purchase 9.7 trips in skincare and cosmetic products annually, which is significantly lower than other types of product categories. Providing promotion banners or pop-ups when the user first lands the app to trigger purchases is ineffective to handle users’ low buying frequency. Besides, displaying personal information on the homepage such as point status and the panel lead to redeemed gifts and point approve status to build a strong connection to the user are more suitable for Filorga’s business nature.
Through our UX consultation and design service, we built a CRM loyalty mobile app for Filorga. This platform implemented a flexible CRM point collecting method that works across all sales channels., Using a clicks-to-bricks strategy, we drove customers toward a physical store to pick up gifts and make appointments for their free services, and created a seamless and holistic experience for customers using the mobile loyalty app to drive footfall to Filorga’s retail stores.
From a design perspective, we also decided to display a personal information panel on the landing page, containing important details on points and stamps (i.e. expiry date of available points) to help nudge the user.
Served as an extension of Filorga’s brand image;
Enabled shoppers to check membership status, points and online gifts anytime, anywhere;
Push notifications for shoppers to get the most updated news and the latest promotion;
Eenabled shoppers to find the nearest Filorga store.
The story begins with Dr. Michel Tordjman, a French doctor with a passion for cell biology. After years of research on skin physiology, Dr. Tordjman invented a unique injectable polyrevitalizing formula capable of acting on the key parameters of skin health. From this Laboratoires FILORGA was born with a passion for developing cosmetics that provide unique benefits for the daily user.
