Creating a digital experience in line with brand promise

Dansk Retursystem - who operates the Danish deposit and return system – have a great brand promise supported by three strong proof points, however the organisation was not clear on how this should be translated into the appearance across digital touchpoints.

Passion CONSULTING was given the assignment to create a common digital direction and an understanding of business and customer needs across the organisation.

A series of workshops were held from uncovering management's high-level expectations, to elaborating these expectations into tangible details by employees, to collecting the organisation’s knowledge of Dansk Retursystem’s customers and their jobs-to-done. The conclusions were approved by a steering committee.

Dansk Retursystem has achieved a common well anchored cross-organisation understanding of the purpose of their digital platforms, summed into a digital manifest and a one-liner digital ambition. Also, a clear understanding of the variety of users they serve on-line and prioritisation of target groups was established. Finally, the business value of on-line was uncovered. 

All serving as a foundation for the project “Digital Future”.