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Pandora: Innovation for Omnichannel

  • Writer: Åsa Andersson
    Åsa Andersson
  • Nov 3, 2025
  • 2 min read

Objective: Transform Pandora’s Engraving Service

What: Publicis Sapient Asa served as Global Experience Director & Head of Experience at Publicis Sapient, a global consultancy with 40,000 employees. She led transformation projects for top brands like Pandora, Bang & Olufsen, Tetra Pak, Phizer, and Volvo.


Case Study: Pandora


Challenge: In 2016, Pandora launched an in-store engraving service in Italy, which was highly successful and rolled out globally. However, Pandora struggled to replicate this success online.


Issues Identified:

  • No comprehensive data points or customer insights for the engraving journey.

  • Unclear customer kinsights.

  • Gaps between design and delivery teams.

  • No strategic prioritization framework.


Approach: Agreed on four pillars to act as the Pandora Service Blueprint:

  1. Build the Right Thing: Designed for future scalability and market rollout, supported by user and business insights.

  2. Speed Up Time to Market: Explored customer journeys to identify the biggest opportunities and true value areas.

  3. Continuous Value Delivery: Adopted a mindset of learning by doing, translating high-level strategy and customer insights into actionable solutions.

  4. Ensure Launch Success: Ensured solutions were desirable, feasible, and commercially viable in every market launch.


Key Actions and Timeline:

  • 5 Weeks: Delivered initial outcomes, including:

    • Increased speed to market for innovations.

    • Framework for continuous value delivery from insights.

    • Improved customer engraving experience through segmentation and alignment of crucial moments.


Program Components:

  • Alignment of Business Goals

  • Qualitative Research Deep Dive: Gained customer insights.

  • Segmentation & Persona Alignment

  • Customer Journey Exploration: Identified key opportunities.

  • Service Design & UX

  • Prototyped Solutions and Experience Design


Results:

  • Developed a strategic framework and documentation.

  • Created prototypes ready for application by other squad teams in Pandora’s digital team.


Skills Used: Innovation Consulting, Service Design, UX


For More Information: To identify customer goals and drive real impact towards your business objectives, contact Asa Andersson at asa.andersson@onenineadvisory.com


Company Background: Pandora is a global jewelry brand known for its customizable charm bracelets and high-quality craftsmanship.


Åsa’s Role: CX Consultant and Global Experience Director at Publicis Sapient.




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