Enhancing
the consumer experience
through technology & design
Richard Ruggerio
Associate Creative Director, RESOURCE INTERACTIVE
COPYRIGHT 2009 RESOURCE INTERACTIVE. PROPRIETARY AND CONFIDENTIAL.

86+ million social network 77% of Internet
users in the U.S. shoppers read online
—eMarketer, 2008
product reviews.
—JupiterResearch, 2008
More than 6 billion
By 2020, more
minutes are spent on
content will be
Facebook each day consumed by mobile
worldwide. devices than all other
—Facebook, 2009
devices.
—m-metrics, 2009 Mobile Commerce
Landscape
Over 14 million twitter
users in the U.S.
—Twitdir, 2009 More than 25% of the
search results on
Google for the world’s
900,000 the average 20 largest brands, are
number of blogs posted consumer generated
in a 24 hour period. content.
—Technorati, 2009 —Nielsen Buzz Metrics, 2008

On-Demand Personal Engaging Networked

Immersion and
inspiration
Deepen consumer
engagement through relevant
immersive experiences
Engaging

What is engaging?
• Relevant content within context
• Interactive tools that guide and minimize the
purchase risk
• Provide her with the inspiration to foster the
purchase

The Limited Stores

Our Challenge
Create an eCommerce experience
that connects with the Limited
Stores consumer

A consumer driven
strategic approach
Understand the Limited online consumers needs
Stakeholder interviews with Shop & TellSM interviews
the CEO, Marketing, elicit consumer motivations
and behaviors.
Merchandising, IT and
Customer Service provide Virtual anthropology
uncovers her participation in
insight into business objectives, online communities and how
brand strategy and success they influence her.
criteria. Review of existing
consumer research provides
Brand exploration draws out additional insight.
essential brand attributes for Personas bring her online
the online channel. behaviors and motivations to
life.
Secondary research identifies
category trends and Competitive web site audit
benchmarks (WWD, Forrester, identifies relevant best
etc.) practices in web site features
and functionality.

Personas
• Develop descriptive online personas that
brought consumers to life
• Prioritized online strategies and tactics
that created consumer experiences
(filtered through the lens of online
personas)

Design

In-context guidance & inspiration

In-context guidance & inspiration

Why?
• Enhance the ability to know the product
• Inspirational starting points
• Pathways for exploration
• Brand building
“She’s looking for inspiration, there’s an opportunity online to
connect the dots for her” – The Limited Stores, 2007 qualitative
research

Measuring success
• A year old
• Currently surpassed projected
revenue by 50%
• Over 4 million new visitors to the site
since launch

Customer Knowledge

thank you