Customer Experience & Product Innovation
Turning customer behavior into product and experience decisions
Used customer insight to shape positioning, product development and a direct-to-consumer experience that compounded.
Client
Kreyòl Essence
Capabilities demonstrated
- Brand & Customer Strategy
- Transformation & Innovation
$13M
DTC sales
The challenge
Strong first purchase, inconsistent repeat behavior — and a product roadmap driven by intuition rather than evidence.
The mandate
Understand what customers actually valued, then build the product and experience decisions around it.
Our role
- Led customer insight work across purchase, usage and repeat behavior.
- Translated findings into positioning, product priorities and journey design.
- Built the experience and retention motion across DTC channels.
Execution
- 01Mapped the customer journey against real behavioral data rather than assumed intent.
- 02Reset positioning and merchandising around the value customers named themselves.
- 03Prioritized product innovation against demonstrated demand and repeat signal.
- 04Built the retention and advocacy loop into the DTC experience.
Results
$13M
DTC sales
$2.8M
Amazon sales
Higher
Repeat purchase behavior
More work