Bicester Village
Empowering teams to deliver excellent guest experiences via mobile apps for Value Retail
Value Retail provide luxury retail experiences to their discerning consumers in bespoke outlet villages across Europe and China. Welcoming over 40 million guests a year across their locations, delivering excellence is key. Six years ago, Value Retail began working with Vidatec to improve and enhance the digital experience they offer their guests.
The Bicester Village app project makes full use of our range of design and development capabilities, resulting in an intuitive user interface and an integrated feature set that delivers for the guest at every stage of their visit. It’s been rewarding for the Vidatec team to take the initial app from Value Retail and develop a new solution that helps them deliver the fully realised luxury experience at every stage for their guests.
The Challenge
Value Retail is synonymous with providing unparalleled shopping experiences in exclusive outlet villages, each designed to blend luxury and convenience. However, when they first approached Vidatec, the existing Bicester Village app did not align with the luxury image or expectations of their guests. The app was outdated and lacked the sophisticated features one would expect from a world-class shopping destination. In order to meet the brand’s elevated standards and the expectations of their highly discerning clientele, it was clear that the app needed to be revitalised. The primary goal was to create an intuitive, feature-rich, and elegant app that would enhance the guest experience, reflect the brand’s luxury status, and foster loyalty.
The Solution
Working closely with Value Retail, Vidatec’s design and development teams took a collaborative approach to breathe new life into the app. The goal was clear: to develop a digital platform that not only mirrored the luxury and exclusivity of Bicester Village but also seamlessly integrated into every stage of the guest’s visit. The solution was designed with elegance, functionality, and usability at the forefront, ensuring that every interaction was intuitive and valuable for the guest.
Customised Features for a Tailored Experience
To achieve this, Vidatec worked alongside Value Retail to craft a range of bespoke features. A central element of the app is the customised map feature, which allows guests to easily navigate the outlet village with a visually appealing and user-friendly interface. This was especially crucial in a luxury retail environment where seamless convenience is key.
Another important addition was the integration of the loyalty program, which rewards repeat guests for their continued patronage. This program offers a seamless and personalised experience, encouraging loyalty and repeat visits. Additionally, the app introduced a virtual concierge chatbot, available to answer guest queries in real-time, helping to create a frictionless experience.
Seamless In-App Purchases
Another key innovation was enabling guests to purchase additional services through the app, further enhancing the luxury experience. Whether it’s booking a private shopping session, making reservations at on-site restaurants, or purchasing tickets for exclusive events, the app provided a streamlined method for guests to access premium services at their fingertips.
The Final Result
Since the launch of the newly revamped Bicester Village app, the results have been both immediate and long-lasting. The app has contributed to a significant rise in new and repeat visitors, offering them an enriched experience and encouraging more frequent visits. With the additional in-app services, such as personal shopping and event bookings, as well as the loyalty program and targeted promotions, revenue has seen a substantial boost.
The integration of the Concierge chatbot has been particularly well received. Guests now have access to all the information they need, from store details to event schedules, directly on their smartphones. This feature not only enhanced the user experience but also allowed Value Retail to collect valuable feedback from guests, providing them with real-time insights into customer satisfaction. By listening to this feedback, Value Retail has been able to fine-tune the app further, ensuring it remains a vital tool for delivering an exceptional guest experience.
The app has also helped streamline operations by reducing the need for in-person assistance, allowing Value Retail to focus more on strategic tasks while maintaining a high level of service. The ability to push tailored promotions directly to guests through the app, such as limited-time offers or event invites, has also proven to be an effective method of engaging customers and encouraging immediate action, thus driving sales and foot traffic.
We’re proud to have been part of this journey, working closely with Value Retail to deliver a digital solution that enhances the luxury retail experience at every stage.