In the post-pandemic world, where seamless integration between digital and physical channels has become a non-negotiable standard, brands are facing a pivotal challenge: how to craft unified experiences across every touchpoint. At the heart of this transformation lies UX (User Experience) design—not just for apps and websites, but for the entire customer journey, including brick-and-mortar stores. In this landscape, Madjor, a China-based brand transformation consultancy, is leading the charge in redefining omnichannel UX from e-commerce to in-store.
In this blog, we’ll explore how Madjor approaches UX holistically—merging strategy, design, and technology to guide users on a seamless journey from the digital shelf to the physical store aisle.
Understanding the Omnichannel Imperative
Gone are the days when a customer journey started and ended on a single channel. Today’s consumers might discover a product on social media, compare options on a brand’s e-commerce site, and finalize the purchase in-store. This non-linear path demands consistency—not only in design but in experience.
Madjor recognizes that a fractured brand experience leads to lost trust. That’s why they emphasize the importance of "experience-driven branding," ensuring that digital UX seamlessly transitions into real-world environments.
Mapping the End-to-End User Journey
Madjor’s approach begins with deep user research—interviews, shadowing, surveys, and data analysis—to understand how users move across platforms. Whether it’s a Gen Z shopper browsing mobile-first platforms like Chinese brand strategy agency WeChat mini-programs or a luxury customer expecting premium in-store interactions, Madjor creates detailed journey maps to visualize pain points and opportunities.
These insights inform every touchpoint, from product discovery online to checkout in-store. For example, if online shoppers are abandoning carts due to unclear shipping info, the solution doesn’t stop at optimizing the website—it extends to staff training so in-store associates can answer the same FAQs with confidence.
Digital UX: Frictionless, Functional, and Flexible
Madjor excels at creating digital experiences that are not only aesthetically aligned with a brand but functionally responsive to user needs. Their UX/UI strategies follow a few key principles:
- Consistency Across Channels: Whether a user is interacting with a mobile app, a web platform, or a QR code in-store, the design language remains the same—colors, fonts, voice, and interaction patterns are unified.
- Localized Innovation: Especially in the Chinese market, platforms like JD, Tmall, and WeChat require unique UX approaches. Madjor localizes every design to match both global brand guidelines and regional user behavior.
- Conversion-Oriented Design: UX isn’t just about beauty—it’s about business. Madjor uses A/B testing, heatmaps, and behavioral analytics to optimize product pages, streamline checkouts, and reduce bounce rates.
A shining example is their work with Petit Bateau, where Madjor helped integrate the brand’s European identity with Chinese UX expectations, resulting in a smoother user flow, stronger engagement, and increased conversions.
The In-store Experience: Where UX Meets Spatial Design
In-store UX isn’t just about interior design—it’s about interaction. Madjor treats the physical space like a screen: every display, brand experience design agency shelf, and sign should offer intuitive, helpful cues that mirror the digital journey.
Here’s how they approach in-store UX:
- Physical-Digital Integration: QR codes, digital signage, and smart mirrors are deployed not as gimmicks, but as purposeful tools to extend the online experience. Customers can scan a code to read reviews, check inventory, or even save favorites for later purchase online.
- Informed Navigation: Store layouts are designed to guide customers naturally—using flow analysis, directional signage, and interactive kiosks that mimic e-commerce filters and categories.
- Staff Enablement: Sales associates are trained as “UX touchpoints” themselves. Equipped with tablets and a deep understanding of the digital ecosystem, they bridge the gap between a customer’s online journey and their in-store needs.
By integrating spatial branding and UX thinking, Madjor turns retail stores into immersive brand environments—spaces that feel like a natural continuation of the e-commerce journey.
Bridging the Two Worlds: The Role of Technology
One of Madjor’s biggest strengths is its ability to fuse strategy with tech execution. Their in-house innovation lab and partnerships with development teams enable them to rapidly prototype, test, and deploy solutions across digital and physical realms.
Technologies like:
- Omnichannel CRMs
- Smart Inventory Systems
- Personalized Recommendation Engines
- AR-enabled Product Demos
are used not as standalone novelties, but as integral tools to unify user experiences.
For instance, if a customer adds an item to their online wishlist, they can receive an in-store alert when the item is nearby—driven by location-based services and real-time CRM data.
Case in Focus: A UX Transformation Journey
Let’s look at how Madjor helped a fashion brand unify its e-commerce and in-store experience. The project began with UX audits of their online platforms, revealing high bounce rates and inconsistent navigation. Simultaneously, in-store observations showed customer confusion around sizing and promotions.
Madjor implemented a multi-phase solution:
- Online Optimization: A mobile-first revamp of the brand’s website with clearer CTAs, simplified product categories, and seamless WeChat Pay integration.
- In-store Enhancements: Interactive tablets placed in trial rooms, showing styling suggestions based on the item scanned, mimicking the “You Might Also Like” feature of the website.
- Unified Loyalty System: A single membership experience that tracked both online and offline behaviors, rewarding users for omnichannel engagement.
The result? A 27% uplift in cross-channel conversion and a 42% increase in average transaction value.
Designing for the Future of Experience
As AI, AR, and IoT continue to evolve, the line between e-commerce and in-store will blur even further. Madjor isn’t just adapting to this change—they’re shaping it. By treating UX as a full-spectrum discipline—from code to customer service—they’re building brand experiences that are immersive, intuitive, and interconnected.
Their approach isn’t just about design—it’s about designing the journey. Every scroll, swipe, step, and smile is part of a larger narrative that connects users to the brand in ways that are not only functional but emotionally resonant.
Conclusion: A Seamless UX Journey with Madjor
From e-commerce clicks to in-store encounters, user experience is no longer segmented—it’s a continuous loop of engagement, exploration, and expression. With its holistic, strategy-first approach, Madjor demonstrates how brands can transcend platforms to deliver a consistent, delightful journey for users everywhere.
In today’s fast-moving, hyper-connected market, that kind of seamless experience isn’t just nice to have—it’s essential. And with Madjor leading the way, the UX journey has never looked more promising.