Fnac
Expertise
Digital transformation
Role
Lead Product Designer
UI Designer
Content Deisgner
Deliverables
Wireframes
Hi-Fidelity Design
Bespoke iconography
Problem
Fnac is one of the biggest technology and culture suppliers in the world but their membership program was still running on paper. The program is paid, so it's even harder to convince someone that to benefit from it, you'll need to carry another physical card. Plus, most clients were not taking advantage of all the features, discounts and offers the program included, so a platform where a member could login and have access to all that was key for Fnac's strategy.
Solution
The Fnac digital membership allows members to always carry their card as long as they have a smart phone. Additionally, there's no need to carry invoices no more or going to a cashier just to know how much balance is on the card. With the app, users can check their purchase history, access personalized vouchers and have exclusive offers when they are in-store.
Challenges
Fnac already had a substantial database of members while the process was all on paper, and only members of the membership program can access the platform. It was not possible to create a registration process within the app as we wanted so we knew that would decrease the experience for newcomers. The login process also didn't came up as planned because the registration still had to be on paper and then the member received login credentials through e-mail. That is not ideal for the desired user experience but unfortunately that wasn't possible to change.
