Creating a Cross-Channel Experience for Crate & Barrel

Case Study | Reality Test + Learn™


Challenge: Crate & Barrel sought a strategy for integrating its online, catalog, mobile and in-store channels in order to create a seamless shopping experience.

Approach: We employed video ethnographies, shop-alongs, intercepts, and mobile eye tracking to determine their best course of action. Coupled with a rigorous competitive analysis to frame our findings, this analysis produced a range of tactical recommendations for eliminating barriers along the path-to-purchase consisting of enhancements to existing technologies, messaging and interactions.

Results: Crate & Barrel is positioned to offer its customers a unified brand experience across platforms.