Case Study: Tesco Clubcard gains multi-channel UX insights to inform digital strategy with RedEye

Tesco Clubcard received in-depth insights through UX research

Tesco needed to inform a UX strategy for its Clubcard digital presence and understand how customers interact with Clubcard and other loyalty cards across touchpoints in four markets (UK, Korea, Thailand and Poland). RedEye was engaged to move beyond traditional market research and deliver multi-channel UX research to surface detailed, real-world customer interactions and attitudes.

RedEye implemented a two‑stage research programme: a quantitative survey to map motivations and behaviours and define recruitment for follow-up, followed by one‑to‑one depth UX interactive sessions (usability testing across laptop, mobile and tablet plus stimulus materials) in each market. The work generated a wealth of detailed insights and recommendations about micro‑steps and channel gaps, and Tesco’s Clubcard team is using RedEye’s findings as direct input to its digital strategy across the markets.

Tesco