GruBox is an Indian company specializing in the vending machine business and they were looking for ways to increase customer loyalty and user retention. Despite being a physical business, they had an app for users to interact with the machines, but the experience was cumbersome and too generic.
They contacted me to help them revamp the whole experience (online and offline) to make it engaging, fun and increase customer LTV and retention.
After doing a very thorough process, starting with UX research exercises like semistructured interviews and surveys, I created a holistic strategy that transcended the mere digital world to bridge the customer’s experience in the App with the physical vending machine. To achieve our KPIs I leveraged social elements like competition, location ownership, harvesting of digital resources and goods.