Dollar Shave Club
Service & Experience Design
Dollar Shave Club is a subscription service that delivers men's grooming products to men's in Europe and the Americas. DSC is a unique suscription service that creates memorable shaving experiences for all age groups and beard types.
Dollar Shave Club's challenge was to understand their customers' lifecycle and create experiences in order to improve retention and build long-term relationships with DSC members. The company had a successful track record, but needed to stay ahead of the curve on what their customers wanted from them next.
It was also critical to understand how customers felt about shaving products at different points in time during their lifecycle—before buying or signing up for monthly delivery, while using them and afterwards. Capturing distinctive needs and expectations between early adopters and late adopters to crafted DSCs messaging accordingly, and across each stage of the journey. And create the full CX strategy for Dollar Shave Club to remain relevant.
As a category disruptor in the men’s grooming industry, it was crucial for DSC to create distinctive experiences across age groups and personas. By understanding the basic needs, we designed unique and memorable experience moments. DSC leveraged brand ambassadors to improve online awareness, and created signature product line with thought through customer journeys.