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#customer-centric insights

#customer-centric insights

iFood

iFood

Combining data and insights to increase recurrence and loyalty of different user profiles with Ifood. market leader in delivery services in Brazil.

Combining data and insights to increase recurrence and loyalty of different user profiles with Ifood. market leader in delivery services in Brazil.

What we did

What we did

  • Qualitative and Quantitative Researches

  • Customer Journey

  • User Insights and Behavior Drivers

  • Opportunities Road Map

Context

Context

Leader and pioneer, iFood constantly seeks to better understand its consumers, especially the most frequent ones. After all, what is the journey of loyal customers and those who still have the potential to increase frequency? And what really motivates them to choose iFood? This was the challenge that we worked on in a vast research with customers.

Turning Point

Turning Point

More than just analyzing statistics, we decided to delve deeper. By merging transactional data with qualitative research, we were able to understand the needs of different user profiles of iFood. It was then that we discovered: there are two drivers that define the user experience, depending on the context in which their consumption occasions occur, and for each of them there should be a distinct service journey.

Impact

Impact

We helped build the product strategy of iFood, bringing about a change in perspective. iFood began offering an even more personalized and user-centered experience, enhancing loyalty and solidifying its market leadership position.

"The most important thing about the project we did together was being able to map the consumer's objectives in each purchasing occasion and shed light on their similarities and differences. We also prioritized the demands on iFood based on the improvement points of each journey, knowing in which occasion, at which moment it is best to act. We frequently resort to your study, it doesn't die. It's always alive here on several fronts, be it business, be it experience, everything we are studying."

"The most important thing about the project we did together was being able to map the consumer's objectives in each purchasing occasion and shed light on their similarities and differences. We also prioritized the demands on iFood based on the improvement points of each journey, knowing in which occasion, at which moment it is best to act. We frequently resort to your study, it doesn't die. It's always alive here on several fronts, be it business, be it experience, everything we are studying."

"The most important thing about the project we did together was being able to map the consumer's objectives in each purchasing occasion and shed light on their similarities and differences. We also prioritized the demands on iFood based on the improvement points of each journey, knowing in which occasion, at which moment it is best to act. We frequently resort to your study, it doesn't die. It's always alive here on several fronts, be it business, be it experience, everything we are studying."

"The most important thing about the project we did together was being able to map the consumer's objectives in each purchasing occasion and shed light on their similarities and differences. We also prioritized the demands on iFood based on the improvement points of each journey, knowing in which occasion, at which moment it is best to act. We frequently resort to your study, it doesn't die. It's always alive here on several fronts, be it business, be it experience, everything we are studying."

Carolina Fonseca, Insights & Mkt Intelligence Head @ iFood

Carolina Fonseca, Insights & Mkt Intelligence Head @ iFood

Carolina Fonseca, Insights & Mkt Intelligence Head @ iFood

How did iFood accelerate with weme's solutions?


Memorable Customer Experiences

We made the customer journey memorable, from design to usability, driving business growth with a focus on the user.


Customer-Centric Insights

We customize research for strategies, generating valuable insights that accelerate business decision making with advanced analysis.

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