UNIQLO IQ

Client

UNIQLO

Helping UNIQLO customers one by one, at scale.

How could the world’s second largest apparel company keep innovating, and create new and personal ways to connect with its customers?

UNIQLO IQ chat interface on a smartphone

From Transaction, To Conversation

We used the rise of private messaging to transform the relationship with UNIQLO’s customers to be more personalized.

UNIQLO IQ chat interface on a smartphone

Practical Future

UNIQLO IQ, a personalized shopping concierge that connects cross-channel customer data to learn and better anticipate customer needs and desires. 

UNIQLO IQ chat interface on a smartphone

Help customers online or in-store

Scan the barcode and the customer can easily check a product’s availability or find out various styling options for the product of interest.

UNIQLO IQ chat interface on many smartphone screens

Accessible on multiple platforms

Initially rolled out on Facebook Messenger, it is now accessible via UNQILO app and LINE, the most popular messaging app in Japan with 90% penetration.

Now available:
UNIQLO IQ Voice

Working with the Google Assistant team, we made UNIQLO IQ available via the voice interface.

200 million

Number of UNIQLO app users in Japan with access to UNIQLO IQ

2x

Increase in volume of handled customer support

Our Role

BRAND

  • Primary Research
  • Customer Insights
  • Business & Market Intelligence
  • Data Analysis
  • Workshops
  • Product Strategy
  • Retail & Customer Experience
  • Go-to-Market Strategy

PRODUCT

  • Product Design
  • User Experience Design
  • Interface Design
  • Customer Journeys
  • Service Design
  • Prototyping
  • User Testing & Optimization
  • Technical Architecture & Planning
  • AI & Machine Learning

SERVICE

  • Naming
  • Brand & Identity Design
  • Tone of Voice
  • Messaging & Content Strategy

COMMUNICATION

  • Ideation Workshops & Sprints
  • Prototyping

Next Up

TCHO Taste Chasers Club