CULTURE FORWARD

 SHOPPERS DRUG MART

Skills: Content Design, UX Writing, Research, Product Strategy

Tools: Figma, Coda, Slack, Lattice, Microsoft Office, Salesforce Marketing Cloud

CASE STUDY: WHAT DOES VALUE MEAN TO CUSTOMERS?

THE CHALLENGE

Our team is gathering real-time feedback from Shoppers Drug Mart's subscriber base to understand their email preferences better and enhance the value of the brand's Friday emails. The challenge is designing a feedback feature that’s easy for users to engage with and provides actionable insights to improve our content offering and overall user experience.

THE STRATEGY

We introduced a Thumbs-up/Thumbs-down feature in the brand’s Friday emails, positioning it near the footer to avoid distracting users from the primary content. Each email features the personalized prompt "Safra, did you like this email?" to encourage interaction. Engagement is tracked through UTM-linked badges, and a biweekly review process is implemented to monitor feedback and adjust strategies based on trends.

THE RESULTS

Since its launch, the feedback feature has shown encouraging engagement. Ongoing insights from the data provided will guide the development of a more refined version as we move this project forward.