Adventures in wine
Brown Family Wine Group
Brown Brothers, a multi-generational Australian winemaker, wanted to connect with their customers directly and go beyond the bottle. To do this they needed to identify who their key customers were and deliver them an experience that took them from being simply a winemaker to become a destination for wine lovers.
Fenton Stephens undertook stakeholder interviews and customer interviews to develop customer personas, mapped three current state journey maps across instore, onsite at the wineries, and online. We identified key points of friction that needed to be managed. Discovered moments of delight that could be amplified. Whilst also ascertaining the people, processes, tech, systems, and customer engagement initiatives required to achieve their future state vision. Working alongside their internal team, we designed the future state technological architecture required to support the vision and the experience Brown Brothers wanted to deliver their customers over a five-year period.
