NAOS is a major player in skincare, thanks to its three brands: Bioderma, Institut Esthederm and Etat Pur. Today operating in 100 countries, beyond its brands and their missions, the ambition of NAOS is to become a company that is internationally recognised for its unique and value-creating approach. Following that approach, NAOS was looking for new ways to differentiate their brands and offerings, connect more closely with their customers by taking advantage of data. They faced the challenge of rewarding loyal customers via pharmacy channel and aimed to improve customer experience with an enhanced loyalty program.

NAOS needed interpretation of data to transform customer journey into a seamless experience and wanted us to guide them through the process of designing an improved reward program.

We aimed to take a snapshot of the existing ecosystem by making a thorough competitive analysis. Our design team started with the discovery phase where we focused on understanding user pain points and the shortcomings in implementing the existing loyalty program, through the pharmacy interviews, surveys and workshops we have organized.

As a result of this study, we designed and developed ‘NAOS Stars’ and we brought Bioderma, Institut Esthederm and Etat Pur brands together under one umbrella with an improved loyalty program.

Thus, we created a unified platform enabling ease of access to users. Now users can quickly and easily find the information they’re looking for by switching between three brands in NAOS Stars app. On top, users can track campaigns, collect and redeem points for getting special gifts with the enhanced reward experience.