Local Bakery Digital Transformation
Customers want a seamless shopping experience that allows them to engage with the bakery both in-store and online.
The project took approximately 3 months, with weekly meetings between myself and the customer. The goal was to create a user-friendly flow that catered to loyal in-store customers while introducing a simplified digital ordering process. This involved building an integrated system where the POS, BBN software, and webshop engine worked together in the background to create a cohesive experience.
The Problem
The bakery’s traditional setup relied entirely on analog processes, which meant that in-store customers had no way to access online features or even view product availability before visiting. Without digital integration, it was difficult for customers to pre-order items, reserve specialty products, or check if certain baked goods were in stock.
We started by assessing the bakery’s existing workflow to understand how to best introduce digital tools without overwhelming the team. I researched various integration options that could connect the POS system, BBN software, and webshop engine, while also considering the team’s familiarity with technology.
Exploration
We began by observing the typical customer journey within the bakery and identifying where digital enhancements could make the experience smoother and more satisfying. We mapped out key points where the in-store and online experiences could complement each other, such as providing a digital catalog accessible on-site and allowing customers to reserve or pre-order items.
Through weekly feedback sessions with the customer, we refined this flow, ensuring it respected the traditional feel of the bakery while adding modern conveniences. Additionally, we explored options for creating a digital loyalty program to reward repeat customers, providing incentives for both in-store and online engagement.
Scoping
To create a seamless experience for in-store customers while introducing digital options, we focused on key questions:
How do we simplify the pre-order and reservation process?
We introduced an intuitive pre-order system that allowed customers to reserve items in advance, visible at the bakery so they could quickly pick up their orders.
How can we build loyalty with existing customers?
We designed a loyalty program to reward in-store and online purchases, encouraging engagement through perks and discounts.
How do we ensure a smooth order fulfillment process?
Orders placed online synced with the in-store system, ensuring that staff could fulfill them quickly without disrupting regular operations.
User Interface
We adopted the bakery’s existing color scheme of yellow and green, which was already familiar to customers from their printed flyers. Although their website was outdated, we brought it in line with this color palette to create a cohesive brand experience. To add a more natural feel and emphasize the craftsmanship behind baking, we also switched to hand-drawn icons throughout the interface. This touch helped underline the handmade quality of the bakery’s products, giving the online experience the same warmth and authenticity as the in-store atmosphere.
