CLIENT | Chaumet (LVMH Group)
SECTOR | Luxury
YEAR | 2024
DURATION | 10 months
EXPTERTISE PROVIDED | Omnichannel Strategy, High Jewelry App, Appointment booking journey, Product Ownership, Program Management, Agile coaching
CONTEXT
The French High Jewelry Maison Chaumet launched two key digital transformation initiatives as part of its ongoing client experience strategy.
The first mission focused on launching the appointment booking journey, by offering a consistency and seamlessness online and in-store.
The second aimed to replace an outdated internal High Jewelry intranet with a refined, immersive iOS application connected with Client systems, accessible via tablet, to showcase High Jewelry collections and strengthen brand storytelling.
Across both missions, RKT Consulting team supported the Retail, Omnichannel, and Digital teams in clarifying their needs, aligning stakeholders, and delivering premium, user-centric solutions that meet the standards of a luxury Maison.
We actively participated in structuring the Agile framework and facilitated awareness sessions for the client’s omnichannel teams on best practices.
MISSION 1 - BOOK AN APPOINTMENT
TOOLS & PLATFORMS
OUR INTERVENTION
1. Revealing the Frictions
We started by re-designing the appointment booking journey with luxury standards. Before our intervention, the coordination was fragmented, and no seamless link existed between business, IT, and external agencies.
Our goal: turn a functional pain point into a refined, omnichannel experience.
2. Aligning Vision & Stakeholders
We aligned all internal and external stakeholders, from IT to Retail around a common objective by:
Delivering a seamless, brand-consistent appointment journey
Supporting clienteling ambitions
Reinforcing the client relationship through every touchpoint
3. Leading the Transformation
We led both the strategic and operational delivery by:
Defining the governance model and project milestones
Capturing business needs and converting them into clear user stories
Prioritizing the backlog and structuring delivery in agile sprints
Coordinating daily rituals, testing phases, and go-live activities
4. Orchestrating Experience, Tech & Data
Beyond delivery, we ensured cohesion across the ecosystem by:
Integrating UX thinking into every stage of development
Connecting Salesforce, clienteling tools, and digital platforms
Structuring data flows to support both business intelligence and user experience
What our Client says
“I have had the pleasure of working with RKT, led by Dimby Ropiquet, for the past seven years at Chaumet. Throughout our collaboration on various projects, including clienteling, product catalog, and Salesforce applications, Dimby and her team have consistently demonstrated exceptional professionalism, a proactive approach, and outstanding interpersonal skills. Their "can do" attitude and hands-on expertise have been invaluable. I highly recommend RKT to any organization in the luxury sector seeking expertise in Omnichannel and Digital initiatives.”
Ambroise Delafond - Global omnichannel & Client Director at Chaumet (LVMH)
MISSION 2 - HIGH JEWELRY APP
TOOLS & PLATFORMS
OUR INTERVENTION
1. Diagnosing the ongoing version
RKT Consulting team assumed leadership midway through the delivery.
We uncovered issues of approximative design, weak brand immersion, and performance issue on the ongoing development.
2. Redefining the Platform Vision
We reimagined the platform as a high-end, tablet-based app offering a refined digital showcase of Chaumet’s High Jewelry universe; seamlessly connected with the rest of Client systems.
3. Driving UX & Product Excellence
Captured and structured business needs into clear user stories
Iterated on UX/UI with design teams to ensure brand consistency
Integrated content from marketing and product information systems (PIM & DAM)
Defined key features to support storytelling and collection browsing
4. Ensuring On-Brand Delivery
Facilitated co-creation workshops with stakeholders (Digital, Marketing, IT)
Aligned technical architecture with user and business requirements
Led agile delivery from backlog management to testing and launch
Delivered a premium UX aligned with Chaumet’s aesthetic and usage context
Worked hand in hand with Retail operational teams for the new tool adoption