Case Study

High-performance Architecture Provisioning for Omnichannel Customer Experience Solution

As customer expectations shift, businesses must architect omnichannel customer experience solution that deliver unmatched digital experiences. This case study delves into a platform that leverages high-performance architecture to seamlessly integrate channels, ultimately redefining the omnichannel customer journey.

At a Glance

Azilen collaborated with one of its clients for the implementation of an omnichannel customer experience solution to improve the overall visitor experience and customer satisfaction.

Let’s discover some details about this solution built to enrich the wayfinding experience with Digital wayfinding software for Mall Kiosks.

Key Highlights

Interactive Touchscreen Kiosks

Intuitive interfaces with Navigation

Indoor Map Services Integration

Touch Log Analytics

Integrated CMS

ADA-Compliant Digital Wayfinding

Challenges

Omnichannel mapping throughout the Venues
Accessibility & inclusivity for users with disabilities
Real-time user behavior analytics & reporting
Software & hardware integrations & compatibility
Software maintenance and monitoring with protocols

About Client

The client is a digital signage and wayfinding company offering digital interactive navigation, advertising, and messaging solutions.

Retail

Industry

Digital Signage

Domain

Europe

Location

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How we helped?

A comprehensive omnichannel customer experience solution was developed from idea to implementation to provide a robust digital experience for visitors through digital signage and wayfinding software embedded with mall kiosks consisting of a touch log analytics mechanism.

25+

Large venues served Successfully

Augmented visitor experience & satisfaction

68%

Increased probability of repeat visits

The Solution

We implemented intuitive digital experiences including indoor navigation through signage, mobile app, web app, and kiosks. The solution enabled large public amenities providers like malls, airports, universities, and hospitals for a self-service customer solution.

Below is a comprehensive overview with key building blocks of the solution:

Architecture for Omnichannel Customer Experience

Key components:

1️⃣ The Kiosk Application

It’s used by visitors, is integrated with the CMS, Indoor Map SDKs and Looker.

✅ Users can conveniently select multiple tenants and specific stores according to their preferences.

✅ Integration of backend mechanisms, including Strapi CMS for content management, Visio Globe for indoor map services, and Looker for touch log analytics.

2️⃣ The User Navigation Application

It’s used by visitors and accessed by scanning a QR code from the Kiosk Application.

✅ The User Navigation mobile application is seamlessly integrated with the kiosk application, allowing users to scan the QR code directly from the kiosk application.

✅ Users can view real-time navigation from the user navigation application, which provides real-time directions to the chosen store within the Mobile Interface.

User Navigation

3️⃣ Touch Log Analytics for Kiosks

The kiosks collect touch log data on various parameters, including search tenants, wayfinding status, levels of wayfinding, usage of mobile directions through QR codes, and user journey analysis.

Below are the key highlights of the software architecture implementation:

High-performance scalable AWS software architecture has been deployed across over 25+ large venues, including malls, healthcare facilities, and college universities.

✅ AWS S3 and CloudFront for securely storing maps, and floor plans, and enabling real-time updates.

✅ CloudFront’s global edge locations ensured swift content delivery and rapid updates.

✅ Integrating AWS S3 with CloudFront enabled end consumers to receive real-time updates promptly.

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