My challenge was to design an engaging, intuitive tool that guides retail managers on making decisions to improve their team’s customer service skills and stores’ sales performance across different regions as a student case study.

My Role

User Research, User Testing, Architecture, Wireframes, Prototyping, Visual Design

Tools

Figma, Miro, Zeplin

Device Types

Mobile, Tablet

Timeline

4 weeks

The Problem

Defining the Challenge

After doing interviewing with retail managers, I discovered current pain points and preferences in their current digital tools for sales analytics and team performances.

Individual vs. Team Performance

“I don't like rating individuals b/c everyone can have an off day doesn't seem fair. and everyone has different skill sets, but not the same opportunity to develop them.”

- Holly, Loft store associate manager

Bridging Sales and Customer Reviews

“Right now, there’s no tool that does both feedback / reviews and sales. It’s not always the case that sales is directly correlated with customer reviews, but it helps give context on how the other is acting. Both tools are a good tracker.”

- Amanda, T-mobile store manager

Fun Visuals

“Work is serious, but for me personally, i like to have fun in my job. Retail is very a lot, and i don’t want to just look at black and be boring.”

- Holly, Loft store associate manager

Design Principles

Staff User

Approachable

Accomodating

Product

Engaging

Business

Our Solution

“Everything is user-friendly. It has the necessary information that a retail manager would need, and the ratings from the team and the customer would definitely help drive the business.”

- Sam, small business owner

Key Screens

Store sales

Daily sales performance can be compared to the annual revenue across stores in different regions

Team management

Store ratings are reviewed as a whole team performance instead of individuals

Progress report

Retail managers can bookmark any section throughout the app to be exported in one report

Key Screens

Design Process

Design Process Timeline

My workflow was centered around an agile design sprint framework of 1-week user testing and iterations.

Monday - Tuesday

Understand

Competitive analysis and user research / testing to inform the design decisions

Tuesday - Wednesday

Ideate & Decide

Sourced key takeaways from user research / testing to collaborate and iterate on design solutions

Thursday - Friday

Prototype & Validate

Create low-fi wireframes for user testing and a second round of hi-fi prototypes

Ideating a Solution

Wireframes

Based on my design principles and user research, I created wireframes based on relevant metrics, reduced cognitive overload, and manager customization for a round of user testing.

Success

Opportunity

asdf

move bookmark to bottom navigation

emphasis on team feedback

upper management view for regional sales

rapid switching between core features

Style Guide

I wanted to emphasize the design principles through the branding of this product after feedback during user research. I encompassed this through bright colors, friendly imagery, and clear typography.

Takeaways

After the final round of testing on the hi-fidelity prototype, users were happy to see that their managerial needs were met by this design. For them, it was easy to understand that their business goals would clearly be linked with an improvement of tracking customer service and sales analytics. This was a fun project and satisfying to see the users' needs met. In the future, if I had more time and budget, I would like to invest more in my user testing and research.

Meridian

The Problem

Defining the Challenge

Design Principles

Our Solution

Our Solution

Key Screens

Key Screens

Design Process

Design Process Timeline

Ideating a Solution

Takeaways

Liff Happens