Boosting Shark product sales through experiential retailer touchscreens.
Responsibilities: UX Design, Prototyping
Tools: Figma, Photoshop, Illustrator
Duration: 3 months
Challenge
Improve the spatial retail experience and customer engagement within John Lewis stores by introducing a POS touchscreen to assist and provide comprehensive knowledge about Shark Floorcare products.
Users
There are two users who want to engage with the touchscreen product. A customer who is unsure or indecisive when looking to invest in a Shark Floorcare product and user group who know exactly what they are they are looking for. They simply prefer to navigate through the product range.
Workshop facilitation
I facilitated a discovery workshop. I selected employees to gain knowledge and insights from. I created a workshop preparation document including the agenda and itinerary allowing the client to come prepared with initial insights.
Workshop agenda
Define a logic tree matrix for Shark Floorcare’s touchscreen.
Workshop activities
I provided an itinerary detailing the activities we would undertake to dissect the problem and achieve an end goal of a logic tree matrix.
Individual stickies
Understanding the client’s perspective on what is deemed as important factors to customers.Dot voting
Gain a agreement on what lifestyle factors are important when deciding on a product.Matrix mapping
Draft a logic tree matrix to understand the important lifestyle questions when providing recommendations.
Insights
The key insights to consider for this project was that there were two main product ranges to consider: vacuum cleaners and wet cleaners. Another important factor was whether the product is corded or cordless, as this can impact convenience and usability. Additionally, for many households, pet hair is a common annoyance, making it essential to choose a cleaner that addresses the situation.
Defining the logic tree
After the workshop I further refined the site map. I ensured all journeys had a decisive conclusion. When building potential solutions, I approached the design phase with three design principles.
Design principles
As a UX Designer, I approached the design phase with three design principles. Therefore, providing a rationale and strategy behind my design decisions.
Informative
Provide users a comprehensive understanding of the product range.Engaging
Provide users with a visually engaging and flexible user experience.Personable
Present a logic tree journey allowing users to see what products are appropriate.
Exploration
The exploratory process started with understanding the functionality elements of the touch screen. Through collaboration with the 3D design team who was creating the POS within John Lewis, I gathered it would be placed on a 1080x1920 screen. To ensure inclusive accessibility, I ensured design decisions were tested on a physical screen for context.
Design and iterate
The UX stage went through iteration phases to ensure ideas had considered business requirements and user needs. I ensured the navigational structure of the experience was clear and concise and driven by the workshop insights. All bottlenecking within journeys were removed to provide customers with additional progression. My goal for the visual design was to create a clean interface that is easy to navigate for customers. Each element was thoughtfully considered to ensure that every decision served a clear purpose for the user. Mid-fidelity wireframes were created with implemented feedback. I referred to the design principles throughout.
Design solution
Through client communication and development team input I provided a solution focusing on continual engagement. Two separate routes within the site map provided customers with a choice when it comes to their needs.
If the customer is unsure they can use the product selector tool allowing Shark to provide a recommendation of what products best suit their needs. However if the customer is confident and knows what product they want they browse without assistance.
The experience details features and accessories for products within the range. Allowing customers to understand what products provide with the opportunity to compare.
Key learnings
A clear process reduced friction and improved usability.
Interactive elements help customers understand products.
Personalised recommendations built trust and confidence.