Key points
Numendo designed and supported the international rollout of a digital passport for a major luxury brand, combining traceability, premium user experience, and security via QR Code. The system is now active across all countries where the brand operates physical stores, boosting authenticity and client engagement.
1 POC
designed and validated before global deployment
100%
of physical stores worldwide equipped
CONTEXT
In line with its ambition to enhance traceability, product authenticity, and premium customer relations, a major luxury brand sought to implement an individual digital passport delivered to final customers upon in-store purchase. This initiative aims to strengthen purchasing trust while enriching the post-purchase experience through personalized services—such as digital certificates, repair histories, and care guidelines.
The digital passport relies on an onboarding process initiated by sales associates, ensuring that only legitimately purchased products benefit from the program.
The digital passport relies on an onboarding process initiated by sales associates, ensuring that only legitimately purchased products benefit from the program.
intervention
Numendo was initially brought in to scope and design a Proof of Concept (PoC) to validate both technical feasibility and user experience. Our intervention spanned the entire functional and technical chain:
• Exploratory Research: Researching authentication and security technologies (eToken, QR Code, etc.).
• UX/UI Design: Designing a seamless onboarding flow tailored for in-store sales associates and mobile end-users.
• Technical Architecture: Defining an architecture integrating unique product identification, QR Code generation, customer enrollment, and digital passport delivery.
• Initialization Workflow: Designing the activation process: QR Code generation by the associate, information pre-filling, customer validation via email link, and digital passport access.
• Exploratory Research: Researching authentication and security technologies (eToken, QR Code, etc.).
• UX/UI Design: Designing a seamless onboarding flow tailored for in-store sales associates and mobile end-users.
• Technical Architecture: Defining an architecture integrating unique product identification, QR Code generation, customer enrollment, and digital passport delivery.
• Initialization Workflow: Designing the activation process: QR Code generation by the associate, information pre-filling, customer validation via email link, and digital passport access.
results
The validated PoC successfully demonstrated a fluid, secure, fully traceable journey meeting luxury industry standards. Following this success, the brand decided to deploy the solution internationally across all countries hosting its physical stores—guaranteeing a consistent, premium customer experience worldwide.
The system ensures that only products activated in-store receive a digital passport, eliminating fraud and counterfeiting risks. This robust foundation paves the way for future personalized services within an augmented customer relation strategy.
The system ensures that only products activated in-store receive a digital passport, eliminating fraud and counterfeiting risks. This robust foundation paves the way for future personalized services within an augmented customer relation strategy.
