Retail
A refreshed user experience for a leader in human care
NAOS, a key player in the creation of the human care sector, partnered with Commencis to create a mobile app with an enhanced customer loyalty program including their brands, Bioderma, Esthederm, and Etat Pur.
Challenge
NAOS is a major player in skincare, thanks to its three brands: Bioderma, Institut Esthederm, and Etat Pur. Today operating in 100 countries, beyond its brands and their missions, the ambition of NAOS is to become a company that is internationally recognized for its unique and value-creating approach.
Following that approach, NAOS was looking for new ways to differentiate their brands and offerings and connect more closely with their customers by taking advantage of data. They faced the challenge of rewarding loyal customers via the pharmacy channel and aimed to improve customer experience with an enhanced loyalty program.
Our Work
Strategy
Design
Development
Testing
Key functionalities
Switching Between Three Brands
This feature allows customers to seamlessly switch among three different brands. Users can explore a wide range of products and services from these brands, enhancing their shopping experience by providing variety and flexibility.
Switching Between Three Brands
This feature allows customers to seamlessly switch among three different brands. Users can explore a wide range of products and services from these brands, enhancing their shopping experience by providing variety and flexibility.
Improved Loyalty Program Allowing Customers to Collect and Redeem Points
The enhanced loyalty program is designed to reward customers for their purchases. Customers can accumulate points with each purchase, which can later be redeemed for discounts, special offers, or exclusive products.
Detailed Product Information
Providing detailed product information is essential in helping customers make informed decisions. This includes comprehensive descriptions, specifications, usage instructions, and possibly customer reviews.
Tracking Campaigns
Tracking campaigns allow customers to stay updated on ongoing promotions, sales, and special events. This feature can include personalized notifications and updates tailored to individual preferences and shopping history.
Access to Blog Content
This can include tips, how-to guides, industry news, and more. Such content not only educates customers but also helps in building a community and establishing the brand as a thought leader in its field.
Finding the Closest Pharmacy
This functionality is particularly useful for customers seeking physical stores or pharmacies. It enables users to locate the nearest pharmacy with ease, providing addresses, contact details, and possibly real-time information about product availability.
Key Results
The collaboration between NAOS and Commencis has been a significant step forward in digital innovation for customer engagement in the skincare industry. Integrating NAOS’s three brands – Bioderma, Institut Esthederm, and Etat Pur – into the singular ‘NAOS Stars’ app, they achieved a seamless and enriched user experience. This integration not only simplified brand interaction for the users but also deepened brand loyalty through an improved loyalty program based on points. Essential features like easy brand switching, detailed product information, personalized campaign tracking, and a convenient pharmacy locator demonstrate a keen understanding of diverse customer needs.
Adding to this, the Commencis team conducted extensive research specifically for Etat Pur, NAOS’s ecobiological skin care brand. They developed a comprehensive vision and strategy report, including a detailed roadmap for market success and long-term vision insights for both online and offline channels. This report underscores the importance of strategic planning and market analysis in achieving lasting success in the highly competitive skincare market. Together, these initiatives showcase how NAOS, with the aid of Commencis, has successfully harmonized brand strategy and customer experience, setting a benchmark in the digital landscape of the skincare sector.
