Saving Pandora’s ‘golden quarter’ from the impact of COVID19
Made by Many worked with Pandora, the world’s largest jewellery manufacturer, in 2020. A transformation plan was already in place, with the goals of digitalising the customer experience and creating a multi-channel retail ecosystem. The pandemic accelerated this digital shift, but its social distancing mandates also threatened the success of Pandora’s busiest period of the year: the so-called ‘golden quarter’ between October and December.
We were engaged to help the brand accelerate its digital transformation and create safe, hybrid ways for customers to purchase its products. The company was forecasting a 29% transaction gap. Our goal was to come up with ways to close that gap. Over the course of 7 weeks, we recommended 11 initiatives based on store interviews, customer research, feasibility to implement in time and viability of cost to deliver.
Targeting key business outcomes
We zeroed in on key business outcomes, aiming to reduce in-store time, boost online visits, smooth store traffic, and expand retail space.
Leveraging staff insights
We tapped into the wealth of knowledge from Pandora's store staff, drawing on their frontline insights to inform our strategies and innovations.
Highly collaborative
We worked as one team with Pandora’s developers, designers and other partners to define, refine and create investment cases for the 11 shortlisted initiatives to take to the Leadership team.
Customer-first business approach
We integrated a strategy that was both customer-focused and aligned with business goals, paving the way for Pandora to adopt initiatives that genuinely resonated with their clientele and business model.
Uncovered: new customer shopping trends
Primary research revealed how consumer behaviors had shifted in the pandemic's wake. We used these insights to define & validate new ways to work around these constraints.
Rapid prototyping for growth
We rapidly developed prototypes, enabling Pandora to effectively explore, test, and choose initiatives to foster growth during and after the pandemic.
Igniting post-pandemic Success
Using iterative design and primary research, we crafted experiences and tools that not only met the moment but set Pandora on a path to sustained growth post-pandemic.
Read more about the impact of the work in this Harvard Business School case study.
Project Impact
104%
YoY growth from digital initiatives
104%
YoY growth from digital initiatives
29%
Online growth in Q1 2021
29%
Online growth in Q1 2021
"This only started 5 weeks ago. It has been really brilliant to see the team work together and so quickly. This is Agile at its best.”
Hilary New
Vice President Group Retail Operations
"This only started 5 weeks ago. It has been really brilliant to see the team work together and so quickly. This is Agile at its best.”
Hilary New
Vice President Group Retail Operations
