Krispy Kreme is one of the most recognized global brands. With unique, warm storefronts that deliver on customer promise time after time, it was time for the brand to bring the in-store experience online. By not only delivering a seamless customer experience, but also adding a few surprises along the way.
It starts with understanding the business inside out, from the Hot Light™ to the doughnut theater. Developing a plan to align with each business stakeholder and progressing with a collaborative, and iterative process to define and develop a digital ecosystem with a fun, easy-to-use path to purchase.
A scalable design system that includes the app, website, and digital signage all built on management platforms to allow promotional messaging, limited-time-offers, and inventory control to seamlessly roll out to provide the right message at the right time to consumers.
Deliver a seamless customer experience, while adding a few surprises along the way.
Today, Krispy Kreme is reaching a bigger audience than ever by bringing joy to every step along the customer journey. Customers are now easily connecting to their delicious sweet treats through an online store on the website and mobile devices with interactions as unique as the brand.
The multidisciplinary team — strategy, UX, design, and development — used a customer-centric and iterative approach to design, develop, and optimize the KrispyKreme.com website. Visitors can search for their closest shop, check for Hot Light hours, order their favorite dozens, start a fundraiser, or buy branded merchandise. Each experience is carefully engineered to connect every aspect of the technical framework with the customer in mind.
Once the foundation was set with a new app and website, our analytics team helped Krispy Kreme enhance its new digital experience. We accomplished this through conversion rate optimization via on-site A/B testing. We learned that our small changes, such as adjusting CTA options, can lead to major impacts to the bottom line.
There are many parts to every business, bringing those together in multiple cohesive touchpoints presents a unique challenge.
For Krispy Kreme, the answer is a custom middleware solution that lives in between the client-side and the interactions with front-end and back-end requests.
This centralizes the logic into a client-owned layer, reducing code redundancy, unifying customer data, and securing access to all back-end resources.
The flexible design system for the app and website easily expanded to support and visually execute the new menu strategy. This provides a consistent experience for customers on their phones, at the counter, or in their cars at the drive-thru.
store integrations in first year
increase in user sessions in first 4 months
increase in loyalty program interest