SUMMARY
Our project reimagines Richard Sach's customer journey by introducing tangible, personalized interactions throughout the multi-year wait for their bicycle. We drew inspiration from Sach's interest in analog communication and collection of past photos and graphics leading us to design a phased journey that builds anticipation and deepens customer connection. The result includes a series of curated, non-digital touch points, such as postcards, keepsakes, and handwritten notes, aiming to foster engagement and celebrate craftsmanship.
challenge
Early on in our research we identified a gap in customer engagement during the long waitlist process. We found that customers often feel disconnected while waiting for a high-value custom product. Our interviews revealed that his customers could benefit from more frequent updates and communication to build a deeper connection to Richard Sachs. We explored how analog communication could fulfill these emotional requirements for trust, excitement, and appreciation during this waitlist period.
Outcome
Our final design is a multi-step customer journey with touch points that include analog communication and material keepsakes. Each touch point, from welcome postcards to keychains made from bike items, aims to satisfies customer emotional needs such as anticipation, belonging, and appreciation. The system is responding directly to stakeholders' feedback to enhance loyalty, comfort, and brand connection while maintaining feasibility for Sachs.
MEET THE Designers:
India Lalor
Olivia Hanning
Natalie Amoia