Unic and Betty Bossi reimagine the customer experience by bringing together strategy, technology, and heart.
- Customer
- Betty Bossi
- Customer since
- 2022
- Go-Live
- January 2025
- Website
- www.bettybossi.ch
At a Glance
The challenge: Betty Bossi, a Swiss culinary icon with 2.1 million monthly users, was working with siloed systems. Recipes, e-commerce and editorial content operated separately.
The solution: Unic designed a systematic CX transformation, unifying three separate systems in one seamless customer experience.
The Starting Point: Separate Worlds
Betty Bossi had mastered her culinary craft to perfection – but much of its digital potential remained untapped. Despite thousands of daily visitors to bettybossi.ch, most of the traffic did not convert: users found inspiration in recipes, but rarely made their way to the shop or discovered related content.
The Challenge of the “Grande Dame”
Three isolated areas: recipes, e-commerce and magazine without any connections
Missed synergies between inspiration and shopping
A fragmented customer experience
Duplicate data maintenance, manual synchronisation and limited hands-on opportunities for Betty Bossi employees
A Typical Scenario
A user discovers a Spätzli recipe on bettybossi.ch.
❌ The recipe is not linked to the magazine, where she could find tips on how to make the Spätzli particularly fluffy or choosing the perfect sauce.
❌ No suggestions for relevant kitchen tools from the shop – such as the popular Spätzliblitz.
❌ Three disconnected worlds instead of one seamless kitchen experience.
💡 2.1 million users expect more!
The Betty Bossi Vision: Cuisine Meets Commerce
Betty Bossi recognised the issue: millions of users come for the recipes, but most end here. How do you turn inspiration into action? Together with Betty Bossi, we defined three areas of focus:
Customer Experience & Personalisation: Seamless customer experience across all touchpoints, with segment-specific communication
Content Excellence: Significant expansion of the digital recipe platform with modular, flexible content
Commerce integration: Intelligent connection of culinary inspiration and shopping to drive conversion
A Customer Experience Cooked to Perfection
Based on this vision, Unic worked closely with Betty Bossi to develop concrete solutions to bring culinary inspiration and commerce together in one cohesive experience.
Built to Work Seamlessly
From recipes to the right kitchen tools, from inspiration to purchase: recipes, shop and magazine are seamlessly connected. Users move effortlessly from recipes to practical tips to matching products, all aligned around a single culinary theme.
A Direct Path to Enjoyment
Users find what they are looking for in seconds, even when time is tight. A single search query delivers all relevant results at once: recipes, products, magazine articles and helpful tips, each with an instant preview. Users choose where their culinary journey leads next.
Optimized for Use in the Kitchen
Appealing visuals, preparation times and ratings are visible at a glance. A dedicated cooking mode makes recipes instantly accessible: ingredients and instructions stay in view at all times, eliminating the need to scroll back and forth. This keeps users in the flow while cooking, with all essential information is optimized for real kitchen situations – even when things get hectic.
Products with Character
Some products speak for themselves, others benefit from a proper introduction. That's why selected products are enriched with real stories, videos and expert tips – so users know exactly what to expect before they buy.
A Smooth Shopping Experience
No surprises at checkout, no hidden costs. Subscription customers see their discounted prices at a glance. Returning customers are taken straight to the order review at checkout, without having to re-enter their details. No unnecessary steps, yet control over every detail at all times.
The Recipe for a First-Class CX
At Unic, we consciously craft customer experiences. We take a holistic approach to CX, bringing together all perspectives – strategy, brand, design, tech, content, and data. We consider the entire ecosystem of a company and work closely with all stakeholders. For Betty Bossi, this meant analysing recipe books, print magazines, subscription models, and digital touchpoints.
To create first-class customer experiences, we follow the proven human-centred design process in line with ISO 9241-210:2010 – a methodology that consistently puts people at the centre.
People at the Centre
1. Understanding the Problem – Real User Needs
Through in-depth interviews and workshops, we gained a profound understanding of users' real needs and understood the context of their website visits. This research-driven approach, combined with scientifically validated e-commerce guidelines, gave us a clear picture of what Betty Bossi fans truly value.
2. Defining a CX Strategy – A Shared North Star
Working closely with Betty Bossi, we defined priorities and identified the areas with the greatest impact. Our shared north star was clear: to create a new, inspiring, personalised and relevant customer experience by seamlessly connecting culinary inspiration and commerce.
3. Shaping the Solution – from Concept to Prototype
Mapping customer journeys, sketching wireframes, and building prototypes: in this phase, concrete ideas for a seamless kitchen experience came to life. Our solutions were validated and optimized through user testing.
4. Implementing the Solution – A “Delicious” Website
We developed a consistent design language so appetising that it sparks a desire to cook and shop. Content and commerce come together in a design system that just feels right, with appealing visuals and seamless transitions from the recipe to the perfect kitchen tool.
Technical Implementation: Evolution, Not Revolution
Contentful as Central Content Hub
Rather than rebuilding everything from scratch, we chose a carefully crafted architecture: Contentful acts as an intelligent integration layer on top of the existing backend systems. Recipe management, PIM and ERP remained unchanged, while users received an entirely new experience.
Content editors, on the other hand, now work within a single system based on the Atomic Content Model. Using core building blocks such as text, images and teasers, they independently assemble content and complete web pages. A live preview reflects all changes instantly.
25,000 Pages, Always Available
The 25,000 pages of bettybossi.ch are built with Next.js as a static page generator and delivered via a content delivery network (CDN). This ensures a fast, high-performance and robust website. The principle: generate once, deliver everywhere. Time-sensitive data such as prices is loaded directly in the browser via the e-commerce API.
Seamless Integration with External Systems
With every new website built, not only is the search index updated automatically, but sitemaps and feeds for external systems are generated as well. Product recommendations, Google Shopping, marketing tools – all external systems consistently receive the latest data. The result: full synchronisation across all channels.
Algolia Search: Everything in Synch and Easy to Find
The new search experience combines intelligent product search with content search across all categories. Betty Bossi can actively curate search results: strategically important products and highly rated items appear first, while less relevant results follow. The unified search displays products proactively with prices, alongside recipes, articles and help centre content.
Future-Proof Infrastructure
The entire infrastructure runs on the Azure Public Cloud, leveraging services such as CDN, storage, and monitoring. Mature DevOps pipelines enable seamless releases without downtime. Betty Bossi benefits from high system availability and has already laid the groundwork for future synergies between the website and the recipe app.
A Proven Recipe for Customer Experience
Our customer experience project with Betty Bossi shows that Successful digital transformation comes from the right mix of strategy, technology, and passion. Over 19 sprints, we transformed three separate systems into a seamless customer experience for 2.1 million monthly users. The results speak for themselves: lightning-fast loading times, 50% fewer service requests in the first month, and a future-proof platform that strengthens Betty Bossi's position as Switzerland's culinary icon.
Customer-centric, built on expertise, driven by passion
Lars Feldmann, CEO Betty Bossi
The agile collaboration with the Unic team was exemplary. As product owner, I was able to clearly communicate my vision and received professional support throughout the process. The platform meets all our requirements and offers our users a first-class experience with foolproof recipes and helpful instructions.
Julia Wolff, Head of Digital Touchpoints
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