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5 brands that nail the art of omnichannel UX
Real-world journeys that blend digital, physical, and emotional touchpointsAt the very beginning, there were no templatesWhen e-commerce first took off, every website was a handcrafted experience. Brands hired developers to code their stores from scratch, pouring hours into every layout decision and line of code. It was messy, expensive, and full of quirks — but each site had a personality. No two stores looked alike, and that uniqueness helped brands stand out.Then came the era of standardization. Platforms like Shopify and Magento made it easy to spin up an online store in hours, not months. Templates took over, and with them came the rise of best practices, grid systems, and polished uniformity. This shift was supported by principles like Jakob’s Law, which tells us that users spend most of their time on other sites — so experiences should feel familiar. It was the golden age of efficiency — just not of originality. But now, the pendulum is swinging back. More and more brands are breaking free from the template mold, crafting distinctive, memorable experiences that turn browsing into something closer to brand theatre. Conversion matters — but so does character.Luxury is leading character-based e-commerceWhile living in Shanghai, I saw firsthand how luxury brands embraced digital experiences without compromising their identity. Louis Vuitton, Gucci, and Prada proved that people were willing to buy high-ticket items online, long before it became the norm. I still remember the buzz when someone in Shanghai bought a Ferrari online. It was a wake-up call: e-commerce had matured.Luxury brands, especially in China, began investing in beautifully crafted websites that didn’t just sell — they told stories. They became pioneers of what best-in-class online shopping could feel like. Before diving into broader industry examples, let’s look at a few luxury sites that show how to combine simplicity, usability, and brand immersion.Louis Vuitton offers a seamless journey through thousands of products while maintaining an elegant, editorial aesthetic. It’s a smart balance of information density and calm navigation that respects the user’s cognitive load.Celine made a bold move with a unique left-side navigation that breaks convention without breaking usability — bringing core controls within easy reach and inviting curiosity through layout.Dior invites you to explore the craftsmanship behind its products before nudging you toward e-commerce. This thoughtful sequence taps into the Peak-End Rule: people remember the emotional peak and the ending, not every step. Dior ensures both are on-brand and memorable.Louis Vuitton’s website combines seamless site loading with elegant visuals and best in class navigation.Celine came up with a unique left side navigation.Dior wants you to first see how their bags are handcrafted before even going into the ecommerce section.Delightful Experiences Powered by Modern TechToday, designing great e-commerce experiences is both more challenging and more exciting than ever. Why? Because we now have more tools at our disposal — AI-powered chatbots, recommendation engines, immersive video, and more. But technology alone isn’t enough. It takes smart experience design to turn these tools into something customers truly value.Dior — Recovering from “Out of Stock” with GraceWhen a friend of mine rushed to Dior’s website after seeing their new foundation stick on TikTok, it was already sold out. Instead of a dead end, the site invited her to leave her email for a restock alert. The next day, she received an email with a direct link to her shade, picked “pick up in store,” and shortly after, got a personalized WhatsApp message from a Beauty Advisor. Dior turned a moment of friction into an orchestrated omnichannel success story — from anonymous browser to known customer.Dior’s “Alert me” CTA leads to an email capture.Oysho — Communicating Lifestyle & QualityOysho is a masterclass in how to blend emotional connection with functional UX. The website immerses you in a world of wellness, movement, and slow fashion. It’s not just about the products; it’s about how you’ll feel wearing them. Their art direction — light-filled photography, calm color palettes, and minimal design — reinforces a brand identity centered on mindful living.From a UX perspective, the site is quietly brilliant. Returning users immediately see their order status, creating a sense of continuity. Gift-wrapping flows and personalized messages add thoughtful delight, while back-in-stock alerts close the loop with zero friction.Gifting options on Oysho include a personal message, gift wrapping and not including the cost of the purchase. Very thoughtful.The site does an excellent job of communicating the functional benefits of their clothing — like breathable or high-resistance fabrics — using clean, unobtrusive icons. These subtle visual cues enhance decision-making without adding friction, creating a sense of trust and product clarity. It’s a design tactic Uniqlo also uses effectively, especially for their tech-enhanced basics, where innovation needs to be conveyed clearly but without overwhelming the shopper.Oysho strikes a perfect balance between inspire and shopping.In doing so, Oysho taps into the Aesthetic-Usability Effect — the perception that beautiful interfaces are more usable, which increases patience and satisfaction even when minor issues arise.Uniqlo — The Online/Offline QueenUniqlo continues to quietly disrupt the fashion world with a digital ecosystem that just works. The brilliance lies not in bells and whistles, but in a frictionless, service-oriented approach that integrates online convenience with in-store immediacy.Here’s what sets Uniqlo apart:Check store inventory in real-time, down to color and size — even when you’re in-store. Using the app, you can scan a product tag to instantly see which sizes or colors are available nearby.Reserve online, pick up in store the same day — a perfect blend of impulse and instant gratification.RFID self-checkout in physical stores is almost magical: just drop your clothes into the checkout tray, and everything is automatically scanned. No barcodes. No awkward folding. Just out.Membership benefits are effortlessly cross-channel — simply scan your member code from the app, and you’re recognized whether shopping online or in person. It’s a seamless loyalty experience that doesn’t ask customers to jump through hoops.Behind all this is a Uniqlo does this beautifully, absorbing backend complexity to offer a surprisingly intuitive customer journey.Making the checkout very simple while capturing the users membership information to connect offline to online experiences.Same day click and collect make it convenient to order online things that I can pick up later when I go out for lunch with is close to a Uniqlo store and don’t have to wait for it to be delivered to my home.Starbucks — Best-Value Membership ExperienceStarbucks has created a digital flywheel powered by simplicity and consistency. Everything revolves around one app. It’s your loyalty card, your payment tool, your order-ahead assistant, your offer inbox — and your direct line to perks. It all feels effortless, but that’s precisely the point. Compare that to other retailers who force you to log into a website just to check your points — assuming you even remember your password. Starbucks eliminates those micro-frustrations entirely.And because it’s a native app, it taps into core mobile capabilities — like GPS for finding nearby stores, integrated payment, and real-time push notifications — without ever feeling like it’s trying too hard. This kind of thoughtful integration is exactly what makes omnichannel UX feel natural, fluid, and genuinely useful.The loyalty system is brilliantly simple: earn one star per dollar, unlock rewards. That’s no accident — it’s the Endowed Progress Effect at play. By giving users visible progress toward a reward, they’re far more likely to stay engaged and repeat behavior.Even better, the app is context-aware. It remembers your preferences, tailors offers, and knows your go-to store. It’s a prime example of personalization that empowers, not overwhelms.Starbucks Loyalty Points System — You always get rewardedNike — Personalization at ScaleNike has been one of the standout players in making personalization feel purposeful. Their site and emails adapt to your browsing and buying habits, surfacing just the right styles, sizes, and drops at the right time.This isn’t just smart targeting, Nike speeds up decision-making and makes the experience feel curated rather than crowded.Nike Personalised Newsletter ScreenshotMovie Theatres — What Not to DoTo truly appreciate great digital experiences, sometimes it helps to look at the frustrating ones. Buying a movie ticket online can still feel like dropdown-menu bingo: toggle between times, dates, locations, screen sizes, and seat availability until you’ve clicked yourself into submission. Then brace for upsells, fees, and a confusing confirmation page.And yet — movies are all about emotion, immersion, and excitement. Why doesn’t the digital journey reflect any of that? Imagine a platform that knows your favorite genres and actors, recommends the perfect showtimes, remembers your seat preferences, and rewards you with season passes or early access to premieres. Why not offer family bundles, VIP red carpet nights, or mood-based movie suggestions?There’s so much opportunity here to create something magical. Instead, most theatre sites treat ticketing like a utility — transactional, impersonal, and joyless. It’s a missed chance to design for passion.Closing ThoughtsWhile we now have more advanced tools than ever — from AI and real-time data to responsive frameworks — great customer experiences still don’t happen automatically. It takes skilled UX and CX designers to ask the right questions, map the right journeys, and infuse every digital touchpoint with brand identity and human insight.The best e-commerce experiences today don’t just convert. They connect. They inspire. They make people feel something. And that’s where design makes all the difference.Great CX isn’t just built. It’s designed — thoughtfully, intentionally, and with the end user at heart.Here a couple of resources that are worth exploring.Blurring boundaries: The online-offline fusion in Tech & Durables retailIn-Store & Online: Designing For the Changing Behaviors of Today's ShoppersNielsen Bridges Online and Offline Behaviors with Innovative Cross-Platform Offering5 brands that nail the art of omnichannel UX was originally published in UX Collective on Medium, where people are continuing the conversation by highlighting and responding to this story.
#brands #that #nail #art #omnichannel
5 brands that nail the art of omnichannel UX
Real-world journeys that blend digital, physical, and emotional touchpointsAt the very beginning, there were no templatesWhen e-commerce first took off, every website was a handcrafted experience. Brands hired developers to code their stores from scratch, pouring hours into every layout decision and line of code. It was messy, expensive, and full of quirks — but each site had a personality. No two stores looked alike, and that uniqueness helped brands stand out.Then came the era of standardization. Platforms like Shopify and Magento made it easy to spin up an online store in hours, not months. Templates took over, and with them came the rise of best practices, grid systems, and polished uniformity. This shift was supported by principles like Jakob’s Law, which tells us that users spend most of their time on other sites — so experiences should feel familiar. It was the golden age of efficiency — just not of originality. But now, the pendulum is swinging back. More and more brands are breaking free from the template mold, crafting distinctive, memorable experiences that turn browsing into something closer to brand theatre. Conversion matters — but so does character.Luxury is leading character-based e-commerceWhile living in Shanghai, I saw firsthand how luxury brands embraced digital experiences without compromising their identity. Louis Vuitton, Gucci, and Prada proved that people were willing to buy high-ticket items online, long before it became the norm. I still remember the buzz when someone in Shanghai bought a Ferrari online. It was a wake-up call: e-commerce had matured.Luxury brands, especially in China, began investing in beautifully crafted websites that didn’t just sell — they told stories. They became pioneers of what best-in-class online shopping could feel like. Before diving into broader industry examples, let’s look at a few luxury sites that show how to combine simplicity, usability, and brand immersion.Louis Vuitton offers a seamless journey through thousands of products while maintaining an elegant, editorial aesthetic. It’s a smart balance of information density and calm navigation that respects the user’s cognitive load.Celine made a bold move with a unique left-side navigation that breaks convention without breaking usability — bringing core controls within easy reach and inviting curiosity through layout.Dior invites you to explore the craftsmanship behind its products before nudging you toward e-commerce. This thoughtful sequence taps into the Peak-End Rule: people remember the emotional peak and the ending, not every step. Dior ensures both are on-brand and memorable.Louis Vuitton’s website combines seamless site loading with elegant visuals and best in class navigation.Celine came up with a unique left side navigation.Dior wants you to first see how their bags are handcrafted before even going into the ecommerce section.Delightful Experiences Powered by Modern TechToday, designing great e-commerce experiences is both more challenging and more exciting than ever. Why? Because we now have more tools at our disposal — AI-powered chatbots, recommendation engines, immersive video, and more. But technology alone isn’t enough. It takes smart experience design to turn these tools into something customers truly value.Dior — Recovering from “Out of Stock” with GraceWhen a friend of mine rushed to Dior’s website after seeing their new foundation stick on TikTok, it was already sold out. Instead of a dead end, the site invited her to leave her email for a restock alert. The next day, she received an email with a direct link to her shade, picked “pick up in store,” and shortly after, got a personalized WhatsApp message from a Beauty Advisor. Dior turned a moment of friction into an orchestrated omnichannel success story — from anonymous browser to known customer.Dior’s “Alert me” CTA leads to an email capture.Oysho — Communicating Lifestyle & QualityOysho is a masterclass in how to blend emotional connection with functional UX. The website immerses you in a world of wellness, movement, and slow fashion. It’s not just about the products; it’s about how you’ll feel wearing them. Their art direction — light-filled photography, calm color palettes, and minimal design — reinforces a brand identity centered on mindful living.From a UX perspective, the site is quietly brilliant. Returning users immediately see their order status, creating a sense of continuity. Gift-wrapping flows and personalized messages add thoughtful delight, while back-in-stock alerts close the loop with zero friction.Gifting options on Oysho include a personal message, gift wrapping and not including the cost of the purchase. Very thoughtful.The site does an excellent job of communicating the functional benefits of their clothing — like breathable or high-resistance fabrics — using clean, unobtrusive icons. These subtle visual cues enhance decision-making without adding friction, creating a sense of trust and product clarity. It’s a design tactic Uniqlo also uses effectively, especially for their tech-enhanced basics, where innovation needs to be conveyed clearly but without overwhelming the shopper.Oysho strikes a perfect balance between inspire and shopping.In doing so, Oysho taps into the Aesthetic-Usability Effect — the perception that beautiful interfaces are more usable, which increases patience and satisfaction even when minor issues arise.Uniqlo — The Online/Offline QueenUniqlo continues to quietly disrupt the fashion world with a digital ecosystem that just works. The brilliance lies not in bells and whistles, but in a frictionless, service-oriented approach that integrates online convenience with in-store immediacy.Here’s what sets Uniqlo apart:Check store inventory in real-time, down to color and size — even when you’re in-store. Using the app, you can scan a product tag to instantly see which sizes or colors are available nearby.Reserve online, pick up in store the same day — a perfect blend of impulse and instant gratification.RFID self-checkout in physical stores is almost magical: just drop your clothes into the checkout tray, and everything is automatically scanned. No barcodes. No awkward folding. Just out.Membership benefits are effortlessly cross-channel — simply scan your member code from the app, and you’re recognized whether shopping online or in person. It’s a seamless loyalty experience that doesn’t ask customers to jump through hoops.Behind all this is a Uniqlo does this beautifully, absorbing backend complexity to offer a surprisingly intuitive customer journey.Making the checkout very simple while capturing the users membership information to connect offline to online experiences.Same day click and collect make it convenient to order online things that I can pick up later when I go out for lunch with is close to a Uniqlo store and don’t have to wait for it to be delivered to my home.Starbucks — Best-Value Membership ExperienceStarbucks has created a digital flywheel powered by simplicity and consistency. Everything revolves around one app. It’s your loyalty card, your payment tool, your order-ahead assistant, your offer inbox — and your direct line to perks. It all feels effortless, but that’s precisely the point. Compare that to other retailers who force you to log into a website just to check your points — assuming you even remember your password. Starbucks eliminates those micro-frustrations entirely.And because it’s a native app, it taps into core mobile capabilities — like GPS for finding nearby stores, integrated payment, and real-time push notifications — without ever feeling like it’s trying too hard. This kind of thoughtful integration is exactly what makes omnichannel UX feel natural, fluid, and genuinely useful.The loyalty system is brilliantly simple: earn one star per dollar, unlock rewards. That’s no accident — it’s the Endowed Progress Effect at play. By giving users visible progress toward a reward, they’re far more likely to stay engaged and repeat behavior.Even better, the app is context-aware. It remembers your preferences, tailors offers, and knows your go-to store. It’s a prime example of personalization that empowers, not overwhelms.Starbucks Loyalty Points System — You always get rewardedNike — Personalization at ScaleNike has been one of the standout players in making personalization feel purposeful. Their site and emails adapt to your browsing and buying habits, surfacing just the right styles, sizes, and drops at the right time.This isn’t just smart targeting, Nike speeds up decision-making and makes the experience feel curated rather than crowded.Nike Personalised Newsletter ScreenshotMovie Theatres — What Not to DoTo truly appreciate great digital experiences, sometimes it helps to look at the frustrating ones. Buying a movie ticket online can still feel like dropdown-menu bingo: toggle between times, dates, locations, screen sizes, and seat availability until you’ve clicked yourself into submission. Then brace for upsells, fees, and a confusing confirmation page.And yet — movies are all about emotion, immersion, and excitement. Why doesn’t the digital journey reflect any of that? Imagine a platform that knows your favorite genres and actors, recommends the perfect showtimes, remembers your seat preferences, and rewards you with season passes or early access to premieres. Why not offer family bundles, VIP red carpet nights, or mood-based movie suggestions?There’s so much opportunity here to create something magical. Instead, most theatre sites treat ticketing like a utility — transactional, impersonal, and joyless. It’s a missed chance to design for passion.Closing ThoughtsWhile we now have more advanced tools than ever — from AI and real-time data to responsive frameworks — great customer experiences still don’t happen automatically. It takes skilled UX and CX designers to ask the right questions, map the right journeys, and infuse every digital touchpoint with brand identity and human insight.The best e-commerce experiences today don’t just convert. They connect. They inspire. They make people feel something. And that’s where design makes all the difference.Great CX isn’t just built. It’s designed — thoughtfully, intentionally, and with the end user at heart.Here a couple of resources that are worth exploring.Blurring boundaries: The online-offline fusion in Tech & Durables retailIn-Store & Online: Designing For the Changing Behaviors of Today's ShoppersNielsen Bridges Online and Offline Behaviors with Innovative Cross-Platform Offering5 brands that nail the art of omnichannel UX was originally published in UX Collective on Medium, where people are continuing the conversation by highlighting and responding to this story.
#brands #that #nail #art #omnichannel
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