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Deepening Customer Engagement with IKEA Retail

frog and IKEA Retail (Ingka Group) worked together to transform an underutilized customer club into a core part of its customer engagement strategy

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Creating a more rewarding experience  

How does it work? 

Collecting reward keys 

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IKEA saw that their customer club had potential to engage more members, in more meaningful ways. They wanted a new rewards concept that would activate support and recruit members towards the highest form of engagement—their home furnishing project journeys.

Growing IKEA Family’s impact 

Challenge

frog collaborated with IKEA to research, design and create a global rewards framework operating as a consistent way of rewarding customers across every country, whilst offering local countries flexibility to adjust.

Transforming engagement-driven loyalty 

Solution

After trials in Sweden and Spain, reward keys from IKEA Family has launched in Portugal, Italy and Australia. Work continues with frog to boost deployment to 27 markets, ensuring customers globally can benefit from a more rewarding experience.

Substantial growth, increased engagement 

Outcomes

Project highlights

Delivering at scale

IKEA’s expansion of the reward keys program shows confidence in the potential transformation to drive its membership engagement strategy forward and deepen relationships with customers.

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Expanding to engage the “many people”

Note: The images presented here are mock-ups and not reflective of the final solution.

Creating a Loyalty Program to Deepen Customer Relationships and Drive Cross-sell

Deepening Engagement & Loyalty with Their Best Customers

Launching a Holistic Health and Wellbeing App

Helping the largest health and fitness club in Europe beat the competition

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01_-_Hero

Project Overview

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Setting digital strategy and a roadmap to start moving fast

A strategic design partnership

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07 - Spa

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A holistic new proposition

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Empowering Customers through a Best-in-Class Companion Experience with STC

Transcending the Telco Op Model

Building a venture to forge a new definition of value for SMARTY customers

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Project overview

Digital-only, SIM-only: Remove all clutter and complexity: SMARTY stands out among competitors as a highly optimized, digital-only, SIM-only brand and experience.

Agile Technology: Start lean, scale up fast: In six months, the SMARTY tech team had a cloud-native web app up and running. It has now matured into an enterprise-grade cloud infrastructure, resilient enough to handle rapidly increasing volumes of traffic. Supporting SMARTY’s ‘test and learn’ ethos to continuously improve the experience, the web team regularly runs A/B testing to improve conversion, retention and understanding of customer interactions.

Experience-led: Take note of feedback: SMARTY provides value to customers by listening carefully and often to their views on how to improve. Never straying far from its ethos, SMARTY has grown through word-of-mouth, with its customers proactively sharing their satisfaction with others.

Build capacity alongside product: Fuse expertise: SMARTY has been a multi-company, multi-geography design partnership from its outset: fusing frog’s expertise in design and technology with Three UK’s telco experience to launch and scale the new product in market. Digital marketing analytics, mobile app development, billing and network provisioning teams all unite to deliver the digital experience.

frog's work with SMARTY to disrupt the conventions of an overly complex and commoditized sector is underpinned by four pillars.

Disrupting telco conventions

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SMARTY’s mission has always been to find radical new ways to put mobile customers first. Following a swift build, launch and scale, the next opportunity was to grow the business while retaining SMARTY'S purpose, customer base and innovative differentiation in the telco market.

Directions for growth

The frog team’s pre-existing knowledge of the organization meant they could rapidly develop working hypotheses on how to give SMARTY customers what they want—and ultimately grow the business further. To test, refine and validate emerging theories, the team used a blend of secondary research, stakeholder interviews, focus groups and customer diaries.

Hypothesis-led testing

A probing, hypothesis-led approach led to rapid empirical insights and the development of a solid growth strategy. The team delivered an actionable technology roadmap to ensure SMARTY can move toward new value plays for the group market—individuals using their own SIM under a shared account—which had previously been underserved. 

Outcome

Equipped for new value plays

Next era of growth

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Visit the frog archives to <a href="https://www.frog.co/work/smarty-building-the-uks-highest-rated-mobile-network-in-under-6-months" target="_blank">learn more</a> about the launch of SMARTY.

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Meeting and exceeding goals 

Transforming Pet Care with AI

Grounding the Made of Air Brand

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Creating Pathways Through Oravida’s Immersive Brand Destination  

Elevating a Physical Brand Experience 

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Project overview 

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22-Oravida-Shop_705x705

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For the space to be a success it needed to have a sense of the theatrical, but some aspects felt “back-of-house"—routes were unintuitive, some areas lacked use clarity and finishing design touches were needed. The combination of these aspects had the potential to take visitors out of the immersive experience.

Back-of-house

To help with wayfinding, frog focused on the key details of lighting, iconography and essential system units. To ensure visitors remained immersed, the team fixed and aligned the presentation of doors, lights, ventilation and smoke detectors. 

Upgrading detail

Thanks to the 360-degree design considerations, visitors to the space can access the intended “Just Be” brand experience and relax into the soothing quality of the space, from start to finish. 

Cohesive immersion

Elevating experiences

Human-centered architectural stories

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A world-class installation

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The Oravida website features a full digital tour of the Brand Center, extending the experiential reach of the brand story to those unable to visit in person.

Signature Oravida experiences

Accelerating the Future of Manufacturing - Tempo

Augmented Reality Meets Fine Art - SFMOMA

Resetting Company Strategy for a Disrupted Market 

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“This great work, and the speed at which it was delivered, made it possible for us to commercialize this brand with Amazon in the very demanding timeline they requested.”

In 2017 Innocor was purchased by a large private equity buyer that wanted to reset the company’s strategy. As a large manufacturer and supplier of memory foam products with a limited retail presence, Innocor needed to define its role in a mattress market that was being disrupted by direct-to-consumer (D2C) players.
Over the course of the following year, Innocor engaged us in a partnership across several projects including innovation strategy, product category creation, sales and partnership development, new product development, in-store sales solutions and brand creation, positioning, identity and web presence.
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<h2>The Critical Question</h2>
Innocor’s retail division, Innocor Comfort, focused primarily on mattresses-in-boxes (MiBs) and mattress toppers. Through a rigorous research and discovery program, it became clear that we needed to go beyond identifying discrete innovation opportunities in these two areas. In order to realize its growth goals, Innocor needed a holistic vision that could drive toward short-term wins within the context of a long-term strategic plan.
After synthesizing our research about consumers’ sleep habits and preferences with our assessments of Innocor’s key strengths and market challenges, we identified the fundamental questions at the heart of the strategic pivot: What kind of business does Innocor want to be in the years ahead? What’s the destination?
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<h2>Defining the Strategic Vision</h2>
Several key insights from our research helped shape the overarching goals of Innocor’s strategy reset and informed critical decisions about its brand, market positioning and product priorities.
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<h3>The Brand Gap</h3>
Initially, Innocor’s lack of a dominant flagship brand seemed like a vulnerability in an increasingly competitive market—but it also left the door open for Innocor to more easily access other brands through strategic partnerships.
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<h3>Channel Constraint</h3>
Innocor’s long-standing relationship with its top retailer made proactive experimentation and innovation more challenging, but made the cultivation of stronger unassisted sale strategies more appealing.
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<h3>Little Fish, Big Fish</h3>
Innocor&#8217;s offerings portfolio made it a small player in the MiB market and a large, influential player in the mattress topper segment, leading to the strategic decision to focus on winning in the mattress topper space.
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<h3>Channel Collision</h3>
With the rise of D2C mattress brands, both Innocor’s traditional sales channels and consumers’ expectations changed fundamentally. Rather than competing with D2C entrants on their terms, our insights guided Innocor toward winning D2C value through value-added service and partnerships while cultivating new channels over time.
Together, these strategic insights and consequent business and brand decisions allowed Innocor to define its long-term strategic vision: To become the most progressive, multi-tiered private label partner in the sleep business.
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<h2>A New Category of Mattress Toppers</h2>
Innocor already had a strong presence in the mattress topper category, but our exploration of the sleep space uncovered tremendous consumer confusion around mattress toppers—What are they? What do they do for me? How do I use them? Do they replace my existing mattress? 
This confusion, combined with a fragmented marketplace full of ambiguous claims, revealed an opportunity for Innocor to more clearly define the category, setting them apart from competitors, establishing their category leadership and driving new demand. This redefinition led to a refined category architecture and a portfolio of differentiated mattress topper concepts that targeted specific consumer needs and priorities.
Within months, Innocor had launched two of our proposed concepts—the You &amp; Me personalized mattress topper and a dedicated back support topper—through their retail partnerships with Serta and Kohl’s. We also created a new retail shelf space architecture to help Innocor’s retail partners educate consumers about the new category ecosystem and sell these products most effectively.
In addition to these launched products, we created, named and tested numerous additional product concepts to provide a robust innovation pipeline for the company moving forward. Beyond physical products, we also designed a digital product to provide customization to customers in a way that navigates the SKU constraints of mass channels.
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<h2>Win Alongside the D2C Winners</h2>
With D2C players emerging as the winners in the sleep space, we needed to reimagine how Innocor was going to play. Instead of competing with these brands head-on, we advised Innocor to achieve long-term growth by “winning with the winners” in the burgeoning D2C mattress space. To do that, we needed to understand the underlying challenges these businesses were facing and provide a compelling case for partnering with Innocor to overcome them.
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<h3>Defining the Value Proposition</h3>
Innocor’s industry experience and expertise created an opportunity to add value to D2C brands through strategic partnerships. Through such relationships, Innocor could provide D2C startups with strategic leadership, consumer insights, technologies and product development to help them grow or expand into new markets. The key insight was that Innocor could expand beyond just making products, becoming a growth and innovation solution provider to its own strategic partners.
Based on this value proposition, we designed and developed print, digital and video assets to help Innocor improve their outreach and messaging with big-name D2C sleep startups.
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<h3>Driving Omnichannel MiB Sales</h3>
Innocor invented MiBs and led the category in multiple key channels. In order to defend and grow its position in this segment of its business, however, it needed to strengthen its brick-and-mortar retail experience and MiB product offerings. The primary barriers to MiB purchases included product ambiguity, the lack of “trial-in-the-aisle&#8221; opportunities and the impression of MiBs being low quality.
To overcome these barriers, we focused on elevating Innocor’s MiB presentation and in-store experience to improve consumer understanding and create more impactful first impressions. We designed new physical displays and in-store materials to increase visibility and consumer awareness about the MiB category, driving new sales. Additionally, we created new MiB product packaging featuring informative touch-and-learn displays that allow consumers to see and feel the inside of an Innocor MiB before making a purchase, further strengthening understanding and awareness of product’s benefits and quality.
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<h3>Private Label Partners with Amazon</h3>
Our strategy, category creation and retail programs for Innocor culminated in the creation of two new, private label brands. We defined the brand positioning, guidelines and visual identities for each brand, along with unique consumer targets and value propositions tailored to specific retailers.
The strength of our work attracted Amazon to partner with one of these brands, <a href="https://www.amazon.com/stores/Revel/Revel/page/60BAADE7-FEE0-4CE9-9487-403F08DD77D0">Revel</a>, in early 2018, bringing the online retail giant into the D2C mattress and bedding space. To support the launch of this partnership, we helped bring Revel to life with a complete brand identity including brand assets and guidelines, product and packaging design and original photography. Revel’s complete line of mattresses, mattress toppers and pillows continues to sell successfully on Amazon.

Our innovation strategy positioned Innocor for rapid growth, leading to a merger with one of its primary competitors, FXI, in early 2020. Together, Innocor and FXI created one of the largest, most innovative foam solutions providers on the market, with a strong and growing presence in sleep health. 

A Sustainable Solution for Indoor Air Pollution

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For hundreds of millions of Indians, intense air pollution is a fact of life. In 2019, the nation’s air quality index was <a href="https://www.iqair.com/us/india">five times higher</a> than the World Health Organization’s recommended exposure levels. 
Such poor air quality is widely recognized as a major risk factor for many physical and mental health conditions. <a href="https://www.thelancet.com/action/showPdf?pii=S2542-5196%2820%2930298-9">Recent research</a> from The Lancet shows once again that its impact on India is significant: in 2019, air pollution was responsible for the deaths of 1.67 million Indians, leading to US$36.8bn in economic losses. Critically, over one third of those deaths were attributed to household air pollution.
That’s why a team of designers and engineers in frog’s Bangalore studio, along with frogs from Milan and Madrid, decided to tackle the problem of indoor air pollution. After conducting initial field research and market analysis, the team identified four key experience principles to drive the conceptualization and design process. 
Breathable: Air pollution makes even normal breathing feel difficult, so the solution must make breathing feel more effortless. 
Natural: Industrial pollution has caused the problem, so the solution must rely on natural and sustainable materials and processes as much as possible. 
Proactive: Many people are simply unaware that the air in their homes is polluted, so the solution must actively inform users about air quality to enable them to take appropriate action. 
Affordable: The majority of air filtration systems on the market are unaffordable for the average Indian consumer, so the solution must be less expensive. 
After conceptualizing multiple possible solutions, the frog team decided that moss, which effectively filters carbon dioxide and particulate matter, was the perfect natural material to build around. By housing the moss in a connected shell along with various air quality sensors, the team created an integrated filtration and feedback system equipped to provide users with real time air quality data through both mobile and web touchpoints. 
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Meet Vyoh
This natural, elegant concept further informed the product and brand development, resulting in Vyoh—an intelligent and sustainable biophilic filtration system that requires minimal maintenance and is always on. As this product is targeted for the Indian market, the name &#8216;Vyoh&#8217; was created by combining two Sanskrit words related to atmosphere – &#8216;Vyuha&#8217; and &#8216;Vayu.&#8217; 
A typical Indian household has approximately 22 &#8211; 60mgs of particulate matter. A Vyoh panel of 470x940mm can eat up to 40mgs of dust and 74gms of CO2 everyday. Based on existing data, a single moss wall of 900 x 1500mm can help to reduce dust and greenhouse gases everyday for a standard 2 BHK apartment in Bangalore, India.  
Unlike traditional air purifiers, Vyoh is a discreet and stylish functional element in the home. When manufactured, Vyoh would be roughly half the cost of electric air purifiers on the Indian market, with an initial estimate of ₨4500 ($59/€50).

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With its combination of function, design and affordability, Vyoh is a concept poised to help consumers in India and beyond breathe easier in a sustainable manner. 

Understanding Animals Through Technology

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“Our brand is perfect and feels like a beautiful old comfy chair that we’ve had forever. I can’t imagine any other incarnation now.” 

Training a dog can be confusing and time consuming, but hiring a professional trainer is expensive. That’s why a team of animal behaviorists and computer vision experts founded <a class="Hyperlink SCXW43330746 BCX4" href="https://joincompanion.com/" target="_blank" rel="noreferrer noopener">Companion</a>, a startup dedicated to helping dog owners train their pets through an automated, in-home behavioral training platform that combines machine learning, robotics, and advanced computer vision. After Companion approached frog with a working prototype, frog and Tuesday Capital decided to invest in and collaborate with the company to help optimize the physical design of their product, refine their brand, and craft a user experience that more fully realized their vision of fostering deeper relationships and understanding between pets and humans.  
In order to understand the fundamental value and experience of their brand, Companion provided us with functional prototypes so that frogs—and their dogs—were able to interact with the device daily. This opportunity provided powerful insights into the possible interactions between person, pet, and platform. We combined these firsthand learnings with the expertise of Companion’s behavioral specialists to define the overall design direction and key interaction features. To support the mission of building closer relationships between people and their pets, we developed an approachable design language that evokes the playfulness and empathy of dog behavior. At the same time, however, we realized that both the physical device and digital experience must be clean and professional, conveying authenticity, confidence, and expertise that dog owners can trust.

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