enhancing the brick and mobile experience.
creating a brick and mobile experience.
RETAIL CLIENT
Although talk of the retail apocalypse is a near constant conversation, retailers that make shopping an experience and make investments in improving the customer experience are finding success.
DESIGN STRATEGY | EXPERIENCE IMPROVEMENT | APPLICATION ARCHITECTURE
HELPED DEFINE THE STRATEGIC ROADMAP OF KEY EXPERIENCE IMPROVEMENTS
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Our client has 1,000+ stores in the U.S. that sell specialty products. Although online sales currently make up a small percentage of overall sales, our client understands their mobile application is an important way to communicate with customers, reinforce their brand image, drive in-store sales, and facilitate mobile commerce.
THE CHALLENGE
Not all of our clients need end-to-end mobile application development or assistance with their Connected Customer experience strategy. Often our clients will have in-house teams that build and maintain their digital properties, but they seek the advice of a trusted partner to help with digital product strategy. Consumer expectations are changing so quickly that teams struggle to keep the lights on while still building and deploying innovative features that improve the user experience and deliver positive business outcomes. This client falls squarely in that camp. They had a robust internal development team but needed some strategy and design help.
OUR APPROACH
Our client’s leadership team came to us with four success criteria: design a solution that 1) inspires customers, 2) improves the shopping experience, 3) makes purchasing easier and 4) encourages customers to share ratings and reviews. Employing design thinking, ethnographic research, competitive analysis and a deep understanding of the client’s business, we proposed a series of updates to their current application. Our team re-architected the client’s entire app, bringing mission critical functions to the forefront, making it easier than ever for customers to add items to their shopping cart, assisting customers in navigating the store and increasing upselling opportunities through a socially generated “project shopping list.”
Our XD team handed off wireframes, architecture diagrams, screen designs and estimations on the development effort to achieve each feature change. Client-approved features were added to their roadmap and rolled out over the subsequent 18 months.
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