Project Description
Helping customers find what they want, even if it’s not in the store
by helping staff find it faster
Design of service & mobile experience to order online in-store
de Bijenkorf, part of the Selfridges Group, wanted to integrate the in-store staff assisted and the online shopping experience. “Tablet Assisted Sales” program helps sales personnel to order the right size and color on-line for the customer, or show possible alternatives in-store. I (and Cnote CX team) worked with Bijenkorf to define an experience that would meet the needs of both customers and the busy sales staff, and designed the mobile interfaces for tablet and phone.
Activities
- Expert Review
- Observation & research of customer and staff needs
- Journey mapping, including emotional and functional states
- Identify and realise quick wins
- Interface design for tablet & phone
- Usability research, testing/pilot in-store
- Road map to implementation
Expert Review
Observation & research of customer and staff needs
Journey mapping, including emotional and functional states
Identify and realise quick wins
Interface design for tablet & phone
Usability research, testing/pilot in-store
Road map to implementation
