Orient, Seiko Epson Corporation
Crafting a Luxury Digital E-commerce Experience
At Arbana, our mission is to revolutionize the shopping experience for individuals in India.
About
Orient, a Seiko Epson corporation, is a Japanese maker of high-quality mechanical watches. With a strong presence in Tier 1 cities in India, Orient was seeking to expand its presence to Tier 2 and Tier 3 cities through digital e-commerce. They faced the critical challenge of delivering a luxury watch-buying experience without a physical retail presence in these cities.
Key Challanges
Limited Market Presence – Orient was available in select multi-brand watch stores in Tier 1 cities, resulting in limited accessibility and awareness for customers from Tier 2 and Tier 3 cities hampering the growth and expansion plans of the brand in India.
Delivering a Luxurious Experience – Orient faced the challenge of translating the tactile and premium feel of a luxury watch purchase into a complete digital setting.
Building Trust – The company struggled with overcoming skepticism associated with high-value online purchases
To establish a consistent and compelling CX strategy, Orient needed a solution that could translate the luxury watch buying experience into a digital one.
Our Solutions
De.SHA Design Lab developed a CX strategy focused on trust, immersion, and personalization, ensuring customers felt confident and engaged throughout their digital journey.
Understanding the Customer - We conducted customer profiling to identify key buyer segments, including watch collectors, first-time luxury buyers, and gift purchasers. Studied customer behavior and concerns related to online luxury purchases to address potential friction points.
Customer Journey Mapping - By mapping the entire digital shopping journey we identified critical touchpoints where trust-building and product education were most impactful. We integrated high-value content such as expert guides, detailed product storytelling, and reviews to ease decision-making.
Digital Experience Design - We developed an intuitive and high-end e-commerce interface that mirrored the exclusivity of an in-store luxury shopping experience. With a strong focus on aesthetics, micro-interactions, and immersive content to enhance engagement and showcase craftsmanship.
Unique Digital Touchpoints - Online live consultation with a watch expert providing customers personalised assistance addressing queries, viewing watches up-close, comparing styles and understanding technical details.
Packaging Design - Created a luxurious unboxing experience to reinforce exclusivity and premium positioning. Included a personalized welcome note, authentication details, and care instructions to deepen emotional connection with the brand.
Results
Expand Market Reach – Successfully established sales in Tier 2 and Tier 3 cities through a seamless and luxurious digital first experience.
Enhanced Trust & Reduced Returns – Detailed product showcasing, and expert support built customer confidence, leading to higher purchase conversions and lower return rates.
Luxury Digital Experience – Delivered an immersive and engaging digital shopping journey, making Orient a trusted luxury watch brand online.
Through strategic journey management and experience design, De.SHA Design Lab transformed Orient’s digital presence, ensuring it resonated with luxury buyers while making premium watches accessible across India.
Servcies
Services
Services
Research
Customer Insights
Customer Insights
Business Modelling
Journey Mapping
Journey Mapping
Branding
Experience Design
Experience Design
Industrial Design
Touchpoint Design
Touchpoint Design
About
Orient, a Seiko Epson corporation, is a Japanese maker of high-quality mechanical watches. With a strong presence in Tier 1 cities in India, Orient was seeking to expand its presence to Tier 2 and Tier 3 cities through digital e-commerce. They faced the critical challenge of delivering a luxury watch-buying experience without a physical retail presence in these cities.
Key Challanges
Limited Market Presence – Orient was available in select multi-brand watch stores in Tier 1 cities, resulting in limited accessibility and awareness for customers from Tier 2 and Tier 3 cities hampering the growth and expansion plans of the brand in India.
Delivering a Luxurious Experience – Orient faced the challenge of translating the tactile and premium feel of a luxury watch purchase into a complete digital setting.
Building Trust – The company struggled with overcoming skepticism associated with high-value online purchases
To establish a consistent and compelling CX strategy, Orient needed a solution that could translate the luxury watch buying experience into a digital one.
Our Solutions
De.SHA Design Lab developed a CX strategy focused on trust, immersion, and personalization, ensuring customers felt confident and engaged throughout their digital journey.
Understanding the Customer - We conducted customer profiling to identify key buyer segments, including watch collectors, first-time luxury buyers, and gift purchasers. Studied customer behavior and concerns related to online luxury purchases to address potential friction points.
Customer Journey Mapping - By mapping the entire digital shopping journey we identified critical touchpoints where trust-building and product education were most impactful. We integrated high-value content such as expert guides, detailed product storytelling, and reviews to ease decision-making.
Digital Experience Design - We developed an intuitive and high-end e-commerce interface that mirrored the exclusivity of an in-store luxury shopping experience. With a strong focus on aesthetics, micro-interactions, and immersive content to enhance engagement and showcase craftsmanship.
Unique Digital Touchpoints - Online live consultation with a watch expert providing customers personalised assistance addressing queries, viewing watches up-close, comparing styles and understanding technical details.
Packaging Design - Created a luxurious unboxing experience to reinforce exclusivity and premium positioning. Included a personalized welcome note, authentication details, and care instructions to deepen emotional connection with the brand.
Results
Expand Market Reach – Successfully established sales in Tier 2 and Tier 3 cities through a seamless and luxurious digital first experience.
Enhanced Trust & Reduced Returns – Detailed product showcasing, and expert support built customer confidence, leading to higher purchase conversions and lower return rates.
Luxury Digital Experience – Delivered an immersive and engaging digital shopping journey, making Orient a trusted luxury watch brand online.
Through strategic journey management and experience design, De.SHA Design Lab transformed Orient’s digital presence, ensuring it resonated with luxury buyers while making premium watches accessible across India.
About
Orient, a Seiko Epson corporation, is a Japanese maker of high-quality mechanical watches. With a strong presence in Tier 1 cities in India, Orient was seeking to expand its presence to Tier 2 and Tier 3 cities through digital e-commerce. They faced the critical challenge of delivering a luxury watch-buying experience without a physical retail presence in these cities.
Key Challanges
Limited Market Presence – Orient was available in select multi-brand watch stores in Tier 1 cities, resulting in limited accessibility and awareness for customers from Tier 2 and Tier 3 cities hampering the growth and expansion plans of the brand in India.
Delivering a Luxurious Experience – Orient faced the challenge of translating the tactile and premium feel of a luxury watch purchase into a complete digital setting.
Building Trust – The company struggled with overcoming skepticism associated with high-value online purchases
To establish a consistent and compelling CX strategy, Orient needed a solution that could translate the luxury watch buying experience into a digital one.
Our Solutions
De.SHA Design Lab developed a CX strategy focused on trust, immersion, and personalization, ensuring customers felt confident and engaged throughout their digital journey.
Understanding the Customer - We conducted customer profiling to identify key buyer segments, including watch collectors, first-time luxury buyers, and gift purchasers. Studied customer behavior and concerns related to online luxury purchases to address potential friction points.
Customer Journey Mapping - By mapping the entire digital shopping journey we identified critical touchpoints where trust-building and product education were most impactful. We integrated high-value content such as expert guides, detailed product storytelling, and reviews to ease decision-making.
Digital Experience Design - We developed an intuitive and high-end e-commerce interface that mirrored the exclusivity of an in-store luxury shopping experience. With a strong focus on aesthetics, micro-interactions, and immersive content to enhance engagement and showcase craftsmanship.
Unique Digital Touchpoints - Online live consultation with a watch expert providing customers personalised assistance addressing queries, viewing watches up-close, comparing styles and understanding technical details.
Packaging Design - Created a luxurious unboxing experience to reinforce exclusivity and premium positioning. Included a personalized welcome note, authentication details, and care instructions to deepen emotional connection with the brand.
Results
Expand Market Reach – Successfully established sales in Tier 2 and Tier 3 cities through a seamless and luxurious digital first experience.
Enhanced Trust & Reduced Returns – Detailed product showcasing, and expert support built customer confidence, leading to higher purchase conversions and lower return rates.
Luxury Digital Experience – Delivered an immersive and engaging digital shopping journey, making Orient a trusted luxury watch brand online.
Through strategic journey management and experience design, De.SHA Design Lab transformed Orient’s digital presence, ensuring it resonated with luxury buyers while making premium watches accessible across India.
Services
Customer Insights
Journey Mapping
Experience Design
Touchpoint Design
Make every interaction count
Company
Contact
Copyright @ 2024 De.SHA Design Lab
Make every interaction count
Company
Contact
Copyright @ 2024 De.SHA Design Lab
Make every interaction count
Company
Contact