Microsoft

RETHINKING THE
CUSTOMER JOURNEY


When the third most valuable brand in the world asked us to help them reimagine the way Microsoft Office 365 was merchandised at Best Buy, we saw a larger opportunity to dig into the entire shopper journey and uncover the behavioral triggers that could lead to increased sales in-store.

IGNITE’S 5 ZONES OF RETAIL

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MAPPING THE
PATH TO PURCHASE

Turns out, the real question was not if shoppers were going to purchase Office 365, it was a matter of when and which version they would buy.

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After discovering that 90% of Office 365 sales were tied to the purchase of a new laptop or Surface, we knew we needed to prioritize our efforts on creating a sense of urgency. This included educating consumers that their laptop or Surface didn’t actually come loaded with the Office software that would help them carry out fundamental tasks.

A BETTER WAY

We evaluated the constraints and opportunities of every single touchpoint along the path to purchase in order to optimize each interaction.

The insights we uncovered from each zone led us to these simple, cost-effective recommendations we could implement to increase Office 365 purchasing behavior at Best Buy.

Simplified an aisle shipper to create a disruptive, modular solution that helped shoppers pick the right version, while saving Microsoft up to 50% on production costs

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Humanized POP messaging hierarchy to create contextual urgency and reinforce an emotional connection to the product

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Empowered underutilized blue shirts and leveraged the checkout real estate to remind shoppers of the necessity of purchasing Office 365 in-store

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Ignite can help to humanize your customer’s experience, simplify how it’s delivered, and empower every touch point to make contextual sense. Fill this out to learn how.