Walking into an Eu Yan Sang store means facing over a thousand Chinese herbs and products, and being helped through them by staff who know which ones apply. That guidance is the product as much as the herbs are. Agile Labs rebuilt it as an app for a business founded in 1879.
Eu Yan Sang was founded in 1879 and runs over 180 retail outlets across China, Hong Kong, Macau, Malaysia and Singapore.
The challenge was reaching customers who would not visit a store, without losing the part of the experience that made the brand trusted.
There was a second constraint that is easy to underrate. Many Eu Yan Sang customers are older, and the move to an app had to work for them rather than around them.
Recreate the outcome of the in-store conversation rather than the conversation itself. Flutter was chosen as the SDK to reach both platforms quickly.
Guides users to relevant products. The digital form of a staff member asking what the customer is trying to address.
Direct access to new TCM supplement arrivals and current promotions.
The existing customer relationship, brought onto the phone.
With ratings and reviews, so the app supports a visit rather than only replacing one.
The app extended the customer journey beyond the shopfront, with product discovery, membership and store location in one place.
Guidance is the thing worth digitising, not the catalogue. A thousand products online without the questionnaire is the same overwhelm with less help.
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