Overview
Scentsy Connect is designed to help Scentsy Consultants build deeper, more meaningful connections with their customers. By leveraging purchase history, behavior patterns, and product affinities, the app surfaces actionable insights and makes it effortless for Consultants to reach out, resulting in more personalized experiences and stronger sales relationships.
The Challenge
Consultants told us they were overwhelmed by customer data and the difficulty of follow-up. They had lists, spreadsheets, and sometimes sticky notes, but no simple way to translate that data into action. This created three problems:
Limited visibility into which products a customer might actually want next.
High friction in reaching out using multiple apps, copy/paste messaging, manual follow-ups.
Missed opportunities for timely, personalized outreach.
We needed to design a solution that surfaced the right information and made communication as seamless as possible without requiring consultants to compile customer research or marketing pros.
Our Approach
User Research: Interviews and shadowing of top-performing Consultants revealed pain points in customer management and outreach.
Data Mapping: Worked with data teams to translate purchase behavior into intuitive, human-readable insights.
Prototyping & Testing: Built interactive Figma prototypes of dashboards and “one-touch” communication flows. Tested with a mix of new and veteran Consultants to validate usability.
The Solution
Scentsy Connect presents each Consultant with a dynamic customer dashboard. Key features include:
Smart Customer Insights: A prioritized list of customers most likely to respond to certain product types, based on their past purchasing habits.
One-Touch Communication: Pre-formatted, customizable messages (SMS, email, or social DM) that can be sent directly from the app in a single tap.
Context at a Glance: Each customer card shows purchase history, preferences, and potential next-best products in a clean, scannable format.
Impact
Consultants spend less time sifting through customer data.
Personalized outreach leads to a measurable lift in order frequency and average order size.
Even newer Consultants feel confident reaching out because the app suggests not just who to contact, but what to say.
Reflection
This project wasn’t just about adding features. It was about empathy—understanding how our Consultants work, their constraints, and the emotional side of their customer relationships. By reducing friction and surfacing meaningful insights, Scentsy Connect enables Consultants to spend more time connecting with people and less time on admin.
