Retail - Experience Design

 

The Challenge

Designing Automated, Authenticated and Conversational Experiences

Worked on various retail projects to meet most common use cases in retail sector through personalized solutions. This involved redesigning the user experience.

The Discovery

Finding Purpose

During discovery findings show many use cases where their current web-sites and help-centers could not meet their needs efficiently. Therefore help was needed in the connection to automated solutions.

Many clients already hold CRM and paying sites but are unable to meet high volume requests, the only way to meet their boost was trough experience design for each of their customer use cases.

To make a difference in the retail service  it was needed to provide a more complex solution that required:

-Automated assistants to track inquiries on products through FAQ.

-Automatically recover PIN and points on store card.

-Ordering products  and groceries in various presentations through mobile channel applications.

-Customer authentication to allow them ordering products automatically for mini-markets.

-Conversation design for the tracking of shipped products and following up on payment issues.

The Framework

User journey

Time was wisely spent making sense of all current data and metrics. The analysis on metrics and practices found in their documentation supported the use cases identified in the discovery. The  particular challenges in this sector is focusing on one issue at a time because various processes must be follow to be able to gather and specific user journey. It was also challenging the juxtaposition of processes in multiple use cases,

Photo Credit: Localistico

UAT

Testing requirements were discussed and effectively met by understanding many of the complex processes involved in choosing a product solution to solve retail use cases, I mapped workflows on lucidchart to help the team understand the particular points where our solution could  help reduced issues experienced as well as  innovate.

Photo Credit: Sketch

Improving customer satisfaction

Retail clients can now go through their experience design exclusively made for the most pain use case, along with improving customer satisfaction due to the times it takes now to either solve, authenticate or get answers to their customer needs. All retail solution reduced the toll on customer service agents for multiple user journey that in the end improve customer loyalty.