Project Info
Our client planned to introduce a customer focused selling tool into their Irish Stores. The tablet app would allow staff to build solutions around customers bringing their requirements to the fore.
I was one of two designers working on this project responsible for experience, strategy and design of the application. I completed the UX and UI work, producing all prototypes, creating the tests, analyzing the outcomes and iterating through the design. I also created the UI and documented all other major deliverables. I was part of all pitch presentations and client workshops.
To comply with my confidentiality agreement I have omitted and appropriated confidential information. These designs are a reinterpretation of the original.
Category
Mobile App
Services
UXUIUser Testing
Focus Groups and Workshops
The objectives for the project differed over various channels within the business. There were stakeholders from Retail, Multichannel, Commercial and HR along with the most important – the Customers. To fulfill the requirements from all sides was a difficult task but was achieved through workshops, testing, and presentations to win over their trust.
After interviews and workshops with the Stakeholders we held workshops with Sellers, as the uptake from them would be vital to the success of the project. We learned how they actually sold in store and what the real pain points were for the most experienced to the seasonal hires.
Prototypes and User Testing
After analysing all the information gathered from the research phase, we went on to creating user journeys, wireframes and prototypes. The prototypes went through 4 rounds of testing. We started off with one to one role-play testing, with the final 2 rounds taking place in real stores with real customers. For this reason the prototypes had to be as lifelike as possible with each containing over 150 screens in a clickable tablet prototype.
We learned valuable information from these tests, which had a huge impact on the final results. Even the smallest changes to the prototypes saw huge improvements in use from round to round.
System Design
The design of apps system was the main challenge. It had to be easy enough to use so as that seller could navigate while interacting with the customer and defining their needs. The navigation doubled as a checklist and prompted the ideal journey outlined by the stakeholders. Along the top bar, we implemented a breadcrumb approach to allow the seller to jump back and forth within the main sections. This also held all the tools available within the app, which could be accessed at any point within the journey.
After client sign off, we were ready to start the build when the project was placed on hold for business reasons.