How the Experience Refresh Redefined Our Platform
Over the past year, Freeosk’s Consumer Experience (CX) team has undertaken one of their most ambitious initiatives yet: the Experience Refresh. The discovery process began in January, focusing on identifying new ways to modernize the creation and delivery of in-store media experiences. What started as an exploration has since grown into a fully re-architected system that now defines how every Product Experience is built, aligned, and deployed across our retail network.
And on October 17, we officially went live.
The “Why” Behind the Refresh
The original Freeosk experience model served us well for years, but as our platform evolved and our partnerships deepened, we saw a clear opportunity. Our legacy approach, built around one-off creative executions, needed to evolve into something more scalable, standardized, and future-ready.
The goal: build a platform-first operational model that delivers consistency, clarity, and measurable retail impact while enabling faster production, clearer client alignment, and stronger collaboration across teams.
Discovery and Redefinition
The journey started with a deep dive into how our consumer experiences were being created and deployed. The CX team mapped every step, from concept and experience intake to deployment and reporting, identifying where friction existed and where repeatable structure could unlock scale.
From there, we built what became the cornerstone of the Refresh: the Freeosk Consumer Experience Architecture, a blueprint for how every shopper-facing product is conceived, structured, and produced across our ecosystem.
This new architecture introduced:
Platform Zoning – Clearly defining System UX Zones (non-editable) and Client Zones (customizable), giving us control and flexibility where it matters most.
Experience Build Process – A six-phase workflow that moves from UX, UI, and Media Tactics to Production, Output, and Deployment.
Consumer Engagement Cycle – The predictable, retail-aligned journey from Loop to Session to Dispense and Reset, ensuring every interaction drives engagement and repeatability.
Modernizing Language and Operations
The Refresh wasn’t just a design update; it was a full operational evolution. We moved away from legacy language, manual workflows, and ad hoc creative development, replacing them with productized systems, standardized templates, and platform-aligned terminology.
This shift has brought greater precision to how we scope, produce, and communicate, both internally and with our clients. It also laid the foundation for automation, clearer ownership, and faster execution across all of our channels.
Innovation and Change Management
Redefining a process of this scale meant rethinking how we worked, and that required resilience and adaptability from every member of the team.
Across CX, the team embraced new AI-assisted tools, review systems, and production templates—modernizing how work moves from concept to launch. The Client Success Team played a key role in this evolution, partnering with CX to plan how the refreshed experience would be introduced to clients and how updated feedback and signoff processes would be rolled out.
Together, we balanced transformation with continuity, maintaining delivery on all sold client work while methodically aligning teams, training partners, and keeping communication clear at every step.
Testing, Learning, and Refining
Before rollout, every new structure and tool was tested through proof-of-concept (POC) experiences, including new content templates, engagement zones, and UX messaging updates. Each test informed refinements to production standards, timelines, and workflows, ensuring the system could scale across retailers and programs.
The result is a smarter, faster, and more consistent process that allows us to evolve our retail media experiences with confidence and speed.
The Power of Collaboration
This initiative was only possible through cross-functional collaboration. The CX team partnered closely with Client Success, Marketing, and Product, aligning content development, operational, and technical needs into one unified system. Every step required trust, iteration, and shared accountability.
The dedication shown by our teams over this past year, balancing transformation with delivery, has been extraordinary. This is what innovation through collaboration looks like in action.
Looking Ahead
The Experience Refresh was more than a milestone; it became a launchpad. It redefined how we create, how we communicate, and how we scale across retailers, channels, and media formats.
When we went live on October 17, we didn’t just deploy a new architecture; we set a new standard for what it means to deliver clarity, consistency, and content at scale.
This is the Freeosk platform of the future, built by a team that never stopped asking how we could make the experience better for shoppers, clients, retailers, and each other.