Unic is reshaping the customer experience with Betty Bossi. With the right mix of 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, had isolated systems. Recipes, e-commerce and content operated separately.
The solution: Unic developed a systematic CX transformation – three separate systems were merged into one seamless customer experience.
The starting point: separate worlds
Betty Bossi had mastered her culinary craft to perfection – but digitally, potential remained untapped. Although thousands of people visited bettybossi.co.uk every day, most of the traffic remained unconverted: users found inspiration in the recipes, but did not find their way to the shop or discover related content.
The challenge of the "Grand Dame"
Three isolated areas: recipes, e-commerce and magazine with no connection
Missed synergies between inspiration and shopping
Fragmented experience
Duplicate data maintenance, manual synchronisation and too few hands-on opportunities for Betty Bossi employees
A typical example
A user finds a Spätzli recipe on bettybossi.ch.
❌ However, the recipe is not linked to the magazine, where she could find tips on how to make Spätzli particularly fluffy or which sauce goes best with it.
❌ You will also not be shown the matching kitchen gadgets from the shop, such as the practical Spätzliblitz.
❌ Three separate worlds instead of one seamless kitchen experience.
💡 2.1 million users expect more!
The Betty Bossi vision: cuisine and commerce
Betty Bossi recognised the problem: millions of users visit the site for recipes, but many stop there. How can you make the leap from inspiration to action? Together with Betty Bossi, we defined three key areas of focus:
Customer experience & personalisation: Seamless customer experience across all areas with segment-specific communication
Content excellence: Significant expansion of the digital recipe platform with modular, flexible content
Commerce integration: Intelligent combination of cuisine and shopping for optimal conversion
A customer experience that leaves nothing to be desired
Based on this vision, Unic worked with Betty Bossi to develop concrete solutions for seamlessly combining culinary arts and commerce.
Everything from a single source
From recipes to the right kitchen gadgets, from inspiration to shopping: the recipe, shop and magazine sections are seamlessly linked. Users can navigate from recipes to kitchen tips to matching products, all perfectly coordinated, without losing sight of the main theme.
The direct route to enjoyment
Users can quickly find what they are looking for, even when they are in a hurry: a search query brings up all relevant answers at once. Recipes, products, magazine articles and helpful tips appear with an instant preview. Users can easily decide where their culinary journey will take them.
The eye cooks with
Appealing images, timings and ratings are visible at a glance. The recipe is immediately available in cooking mode: ingredients and instructions remain in view at all times, eliminating the need for tedious scrolling between the top and bottom of the screen. Users remain in the flow while cooking because everything important is displayed in a way that is optimised for cooking – even in hectic kitchen situations.
Products with flavour
Some products speak for themselves, others need a proper introduction. That's why certain products come with real stories, videos and professional tips – so that users know exactly what to expect when they buy.
A refined shopping experience
No surprises at checkout, no hidden costs. Subscription customers see their discounted prices at a glance. At checkout, returning customers are taken directly to the order overview without having to click through address entries again. No unnecessary steps, yet control over all details at all times.
The recipe for success for first-class CX
At Unic, we consciously shape customer experiences. We take a holistic approach to CX, combining all perspectives: strategy, brand, design, tech, content and data. We consider the entire ecosystem of a company and work closely with all stakeholders. At Betty Bossi, this meant analysing recipe books, print magazines, subscription models and digital touchpoints.
To create first-class customer experiences, we work according to the proven human-centred design process in accordance with ISO 9241-210:2010 – a method that consistently puts people at the centre.
People at the centre
1. Understanding the problem – The reality for users
Through extensive interviews and workshops, we learned about the real needs of users and understood the context of their website visits. This research-based approach, combined with scientifically proven e-commerce guidelines, gave us a clear picture of what Betty Bossi fans really want.
2. Develop a CX strategy – the shared North Star
Working closely with Betty Bossi, we defined priorities and identified the areas with the greatest impact. Our shared North Star became clear: to create a new, inspiring, personalised and relevant customer experience by seamlessly combining culinary delights and commerce.
3. Finding a solution – from concept to prototype
Developing customer journeys, sketching wireframes, building prototypes: in this phase, concrete ideas for a seamless kitchen experience emerged. Our solutions were validated and optimised through user testing.
4. Implementing the solution – A website "die schmöckt"
We developed a uniform design language that is so appetising that it makes you want to cook and shop. Content and commerce are combined in a design system that really "smacks": with appealing images and seamless transitions from the recipe to the matching kitchen utensil.
Technical implementation: evolution rather than revolution
Contentful as a central content hub
Instead of developing everything from scratch, we opted for a well-thought-out architecture: Contentful was placed as an intelligent connection layer over the proven backend systems. This meant that recipe management, PIM and ERP remained in place, while users were given a completely new experience.
Content editors, on the other hand, now work in a single system based on the Atomic Content Model – they independently assemble content and complete web pages from basic building blocks such as text, images and teasers. A live preview shows all changes immediately.
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 makes the website fast, high-performing and robust. The principle: generate once, deliver everywhere. Time-sensitive data such as prices are loaded directly in the browser via the e-commerce API.
Seamless integration with external systems
Whenever a new website is built, not only is the search index automatically updated, but sitemaps and feeds for external systems are also generated. Product recommendations, Google Shopping, marketing tools: all external systems consistently receive the latest information. The result: complete synchronisation across all channels.
Algolia search: everything synchronised, everything findable
The new search function combines intelligent shop search with content search across all categories. In addition, Betty Bossi can optimally control the search results: strategically important products and well-rated items appear first, with less relevant items further down. The uniform search prominently displays products with prices, alongside recipes, articles and help centre content.
Future-proof infrastructure
The entire infrastructure runs in the Azure Public Cloud with various services such as CDN, storage and monitoring. Sophisticated DevOps pipelines enable seamless releases without downtime. Betty Bossi can rely on perfect system availability and has already laid the foundation for future synergies between the website and the recipe app.
The foolproof 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. In 19 sprints, we transformed three separate systems into a seamless customer experience for 2.1 million monthly users. The results are impressive: lightning-fast loading times, 50% fewer service requests in the first month and a future-proof platform that strengthens Betty Bossi's position as a Swiss culinary icon.
Customer-focused, technically strong, passionate
Lars Feldmann, CEO Betty Bossi
Contact for your Digital Solution with Unic
Book an appointmentAre you keen too discuss your digital tasks with us? We would be happy to exchange ideas with you.
Contact for your Digital Solution
Book an appointmentAre you keen to talk about your next project? We will be happy exchange ideas with you.
