INNOVATION
PRODUCT INNOVATION (2025)
Clicks - Clicks
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Merit Certificate
| Title: | Clicks |
|---|---|
| Brand: | Clicks |
| Product: | Mobile App |
| Agency Name or Internal: | MakeReign |
| Production Company: | MakeReign |
| Brand Representative/Marketing Director: | Kurt Samson |
| Agency: | MakeReign |
| ECD: | Matt Thompson |
| Creative Director: | Genie Steyn |
| Art Director: | Quintin Kok |
| Producer: | Elize van Staden |
| Executive Summary: | The Clicks Mobile App is a transformative digital experience designed to bring Clicks' in-store care and convenience to users through a seamless mobile platform. Clicks, a leading retail pharmacy chain in South Africa with over 950 stores, recognised that their previous digital experience did not match the in-store service customers expected. To address this, the Clicks Mobile App was developed with a user-centred solution, focusing on simplifying medication ordering, enhancing ClubCard visibility, and streamlining overall navigation. Through extensive business and user research, we uncovered critical pain points: users struggled with medication ordering, ClubCard benefits were under-utilised, and navigation was overly complex. We addressed these issues with an intuitive, fast, and inclusive design that reduced cognitive load while improving the visibility and accessibility of key features. The app not only enables users to order medications with ease but also makes it simple to manage loyalty rewards, track orders, and access exclusive offers. We employed the Double Diamond framework and a sprint-based delivery method, ensuring that every feature was research-driven and user-focused. Through rapid prototyping and iterative testing in two-week sprints, we refined features like simplified medication ordering and enhanced ClubCard integration, delivering a polished user experience that aligns with both user and business needs. The app’s success is evident in the results: 92% active engagement from 3.1 million users, an improved App Store rating from 1 star to 4.7 stars, and R86 million in revenue with an average basket value of R760. The Clicks Mobile App is now a cornerstone of Clicks’ digital strategy, showcasing how innovative design and user-centred solutions can drive customer satisfaction and business growth. |
| Additional Credits: | Justin Engel |
