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Loblaw Companies Limited

How Loblaw is Building on their 100-Year History Through Continuous Digital Innovation

Loblaw has been changing the way Canadians shop since the day they first opened in 1919. As expectations in the digital age set a new pace for change, they looked to establish fresh ways to innovate for the future, set themselves up for long-term relevance and stay ahead of external trends and threats.

Client

Loblaw Companies Limited

Services
Strategy & Consulting
Technology & Engineering
Data & Artificial Intelligence
Marketing Platforms
Innovation & Digital Product Management
Industry
Retail

The imperative for change

Though Loblaw has always had an unwavering focus on innovation and customer expectations, external pressures meant they had to work faster and systematically to achieve their goal of serving their customers’ needs for another 100 years.

 

The transformative solution

Loblaw Digital with the support of Publicis Sapient set out to build a world-class digital organization. Nothing was sacred. Everything was up for change. And a new agile roadmap for transformation was created based on three core principles: self-sufficiency, trust and scalability. Speed and innovation were imperative with a “continuous improvement” approach to everything.

Loblaw was first to offer grocery pick-up and delivery across Canada.

They set the stage for agile innovation and continue to enact it by launching initiatives like:
Illustrated grocery bags
Loblaw mobile app
  • PC Express online grocery shopping enabling customers to buy online and pick-up in one store—now expanded to 700 locations under 13 banners
  • Online apparel retailer Joefresh.com
  • Online cosmetic retailer BeautyBoutique.ca
  • A new digital pharmacy to allow customers to securely refill prescriptions online

Business impact

Working hand in hand, the team has had explosive effects on Loblaw’s business, culture and customer experience in just four years together—without compromising their legendary quality. More importantly, the stage has been set to respond to and learn from Loblaw customers while anticipating their needs.

75%
of Canadians are within 10 minutes of one of 670 President’s Choice Express pick-up sites
Beauty
Beautyboutique.ca is one of Canada’s largest online beauty sources, serving Canadians with both mass and prestige beauty products
Grocery
The President’s Choice Express app serves 13 sub-brands for online grocery orders