Case Study: MECCA reshapes the beauty shopping experience with Symplicit

MECCA reshapes beauty retail experiences with Symplicit across 3 retail brands

Mecca, a major Australian beauty retailer, sought to create more engaging shopping experiences for its customers across its online and in-store channels. They partnered with the vendor Symplicit to better understand emerging purchase journeys and customer experience preferences. Symplicit employed its services in design research, strategic design, service design, and customer experience to address this challenge.

Symplicit implemented a three-phased solution, beginning with immersive discovery research that included interviews and usability testing. This led to the creation of customer journey maps and personas, which were used to co-design and prioritize a roadmap of experience enhancements. The vendor then helped build prototypes for key concepts and conducted further user testing. This human-centred approach provided Mecca with actionable insights and a strategic roadmap to address customer pain points and strengthen relationships.

Mecca