Case Study: Nokia reimagines global retail experience and boosts smartphone sales with GlobalLogic

Nokia - Customer Case Study

Nokia faced growing competition in 2009 as smartphones shifted customer expectations, so the company engaged Method, GlobalLogic’s experience design arm, to create a strategy and roadmap to re‑envision the entire customer experience — from packaging and out‑of‑box setup to retail environments. GlobalLogic (through Method) was brought in to research users and competitors, define a customer journey framework, and design a cohesive brand and experience plan to guide Nokia’s product and retail teams.

GlobalLogic/Method implemented the NEX customer‑journey framework and a suite of digital retail touchpoints — including the Nokia Concierge large‑format touchscreen, out‑of‑box setup concepts, a custom analytics tool, and global training and rollout systems — that were unveiled at Nokia World 2011 and deployed in stores worldwide. The work helped showcase the Nokia Lumia, drove strong sales that contributed to Nokia’s mobile phone business returning to profitability and regaining market share, and produced positive consumer feedback as demand for devices closely approached availability.

Nokia

Felipe Del Corral

Head of Digital Retail Worldwide