Kiehl’s Since 1851, a renowned skincare brand under L’Oréal, sought an innovative way to elevate in-store consumer engagement. The goal was twofold: shift the focus from selling products to providing personalized skincare consultations and highlight the expertise of their in-store consultants, known as Kiehl’s Customer Representatives (KCRs).
By introducing an interactive and educational experience, Kiehl’s aimed to position their consultants as trusted skincare advisors while guiding consumers toward their most suitable skincare regimen.
USP’s Contribution
To address Kiehl’s objectives, USP Solutions developed a tailored Sensory Skin Type Demo Tool designed to engage consumers and provide real-time insights into their skin type. This haptic, hands-on tool was simple yet highly effective, enabling KCRs to analyze a client’s skin in just seconds. The interactive nature of the demo encouraged meaningful conversations, starting with the question: “Do you know your skin type?”
How It Worked
- Skin Type Diagnosis: The Skin Type Demo Tool utilized advanced sensory technology to identify the consumer’s skin type (e.g., oily, dry, combination).
- Consultation Experience: Armed with the results, KCRs offered personalized skincare recommendations tailored to the client’s unique needs.
- Engagement and Trust: The tactile and interactive nature of the tool reinforced the expertise of KCRs, fostering consumer trust and enhancing the overall in-store experience.
Comprehensive Support by USP Solutions
USP Solutions took full responsibility for the project, handling every aspect from conceptualization to execution. After presenting various concepts to Kiehl’s marketing team, the final design was selected, featuring:
- Customized Artwork: Aligned with Kiehl’s branding for seamless integration.
- Haptic Tester Technology: Ensured reliability, accuracy, and an engaging consumer experience.
- End-to-End Production: Managed all stages, including artwork implementation, printing, and on-time delivery to stores.
Impact
The Sensory Skin Type Demo Tool transformed Kiehl’s in-store experience in the United States, aligning perfectly with their consultative approach to customer engagement. By providing a personalized and interactive experience, the tool not only boosted consumer confidence but also strengthened Kiehl’s reputation as a leader in skincare solutions.
