A member-facing platform blueprint — architected in two weeks
A member-facing platform lives or dies on whether the underlying platform — not any single capability module — carries the complexity. Wiiv (built for Winners, one of the country’s largest grocery retailers) needed one member identity resolvable by every capability, one loyalty ledger spanning every partner, and one payment layer settling across every rail — so a grocery customer and a pharmacy customer were recognisably the same person, wallet and points balance. Multiple capabilities, several partner tiers, one wallet, one loyalty ledger and one payments rail — all sitting behind a single member-facing shell — is a lot of surface area for a first-time user to navigate alone.
A two-week architecture direction engagement. We defined the target system, top-down: everything a member touches flows through one shell, one gateway, and a set of partner-specific integration layers — all backed by shared core services and a single behavioural data spine. Then we conceived a conversational concierge and scoped it inside the core architecture, not as a future add-on. The principle was simple: the concierge inherits every partner connection the platform already has, so no separate integration path is needed.
What the customer actually experiences.
Reference imagery drawn against the same brand system the programme ships against — not a client screenshot, but a faithful reading of the surface.
Where we pointed the work.
A single diagram, drawn from the programme, showing how the strategy actually lines up — where it converges, where it stays plural.
How we shaped the work.
What reached production.
A conversational layer, inheriting every partner connection it needs.
The concierge does not need its own integration project. Because it rides on the same downstream APIs the capability modules already use, every future partner arrives already speaking to it. That is why the concierge sits as a first-class layer inside the platform, not as a hopeful add-on for later.
Start with one thing that works.
A 60-minute working session with two of our engineers. You bring a delivery problem. You leave with a written assessment of where AI would help, where it would not, and what it would take to find out.
No pitch deck. No obligation.