Customer journey for groceries

Customer journey, experience, leadership

The challenge

K-Group wants to proceed on it’s journey towards customer centricity and boost the execution of it’s “customer & quality” –strategy.

The solution

We defined K-grocery stores’ customer journey from the customer’s point of view using versatile research methods. We identified the phases of the customer journey, where K-grocery stores can create differentiating value to their customers.

This is a historic, pioneering and very remarkable phase for us. I am excited about the opportunities this opens to us now and in the future!

- Mia Ropponen, Vice President marketing, grocery trade





Type of work

Branded experiences, Experience platforms, Experience design

About the client

Kesko is a Finnish listed trading sector company. Kesko operates in the grocery trade, the building and technical trade and the car trade. Kesko has approximately 1,800 stores engaged in chain operations in Finland, Sweden, Norway, Estonia, Latvia, Lithuania, Poland and Belarus.