Designing an omni-channel retail experience
In partnership with
UX/CX Design
From Physical to Digital: Creating an omni-channel experience for RedMan.
Supported by the new digital elements, RedMan boasts a customer-centric, omni-channel retail experience.

Chemistry Team has enjoyed a long-standing working relationship with Phoon Huat. Read about Chemistry’s involvement in the design of RedMan’s Flagship store and other outlets here.

Phoon Huat Pte Ltd has been providing quality baking goods to businesses and the community since 1947. The first little ‘mom & pop’ store was established in Middle Road by Hainanese entrepreneur Wong Tai Fuang. The business has since grown into a much loved household name. Their rich selection of baking ingredients has been the cornerstone of their success.

How might we create an omni-channel retail experience that meets the needs of a broad gamut of their customers, from home bakers to professionals?

What We Did
Human-Centred Design

An integral part of the project was to develop a comprehensive digital platform that would connect with RedMan’s customers beyond the store, facilitating not only online shopping, but the booking of classes. This would create a virtual space for customers and the brand to interact, share stories, recipes, and build loyalty. Utilising the same user-centric methodology utilised in the spatial design, each persona was considered carefully in designing the digital platform.

The Result

With a deep understanding of RedMan’s customers, we were able to craft a holistic omni-channel retail experience for the brand.

In addition, this has served to help Phoon Huat weather the storm with the COVID-19 outbreak, providing the ability to channel operations to their e-commerce and could not have come at a more opportune time.

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