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Our ongoing partnership has evolved to include a full relaunch of the brand’s global e-commerce offering with a renewed focus on intuitive UX design to provide an innovative and personalized user journey, all built on Salesforce Commerce Cloud technology. While we continue to work with the brand on retained services, our most recent work includes a full site redesign as part of their larger brand relaunch initiative, “Programme Now.”
Known for its customizable charm bracelets, designer rings, necklaces and watches, Pandora was founded in 1982 by Per Enevoldsen as a family-run jewellery shop in Copenhagen. Pandora is sold in more than 100 countries, on six continents, and through 7,800 points of sale – including more than 2,400 concept stores. With thirteen unique regional online destinations, the challenges of managing a truly global brand resulted in a fragmented, dated e-commerce experience.
The Sweden Unlimited team helped us at Pandora drive greater than 20% year-over-year growth online while the company was down nearly double digits overall.
Our process began in Copenhagen where we led a deep-dive workshop with client leadership as well as collaborator agency, AKQA, and other client vendors to align and establish procedures, toolkits, workflows, and requirements. The key to a successful all-hands required an adept ability to navigate through multiple historical systems – from inter-office project management to software systems like JIRA and WRIKE. From there, we interviewed Pandora’s Baltimore-based e-commerce team, which managed the global code base, the overall site design, as well as each individual regional team. Next, we conducted user journey research to identify key customer flows and personas to better connect with shoppers and complete our analysis.
A chain is only as strong as its weakest link, so throughout the entire process, we implemented rigorous and frequent project management procedures, QA testing, and user testing to ensure each link was as strong as the last. By designing a system that can support multiple departments working in separate locations and serving individual goals, we were able to empower local teams with the tools they need to stay on brand no matter the circumstance.
As part of our overall digital storefront enhancements, Sweden Unlimited optimized navigation and check-out flow, designed new customization tools and improved product pages to ensure global brand consistency for the future. As features continue to roll out, early indicators showed signs of success, with Pandora’s stock prices jumping 17% at the program’s debut.
Pandora’s brand-wide refresh, “Programme Now,” is one of the most ambitious projects of its kind, an exciting challenge that required innovative thinking, diligent process, and minute attention to detail. While products like their popular charms continue to be relevant, Pandora has renewed focus on improving customer experience, in-store and online.
As part of our overall digital storefront enhancements, Sweden Unlimited optimized navigation and check-out flow, improved product pages, and developed versatile tools to ensure global brand consistency for the future. As features continue to roll out, early indicators showed signs of success, with Pandora’s stock prices jumping 17% at the program’s debut.
After a 13 month engagement and a clear framework of design tools, strategy, and process in place, the "Programme Now" initiative was ready to go live. As we continued to optimize and improve the finished structure, we monitored performance against our benchmarks and established KPIs. The initiatives implemented over the course of our partnership with Pandora resulted in a 20% year-over-year growth for Pandora's online market, while the company as a whole was down nearly double digits. An outcome that we at Sweden could not be more thrilled about.
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