As a Creative Director and UX /UI DesignerĀ I contributed to enrich the customerĀ experience by creatingĀ specialized marketing communication services for the retail industryĀ optimizingĀ messages in digital and traditional points of contact; web, apps, signage, branding,Ā stands, events, and so on.
(Opening The PickupĀ processes for LATAM into the 3000 stores.).
UX DESIGN CASE STUDY.
The challenge was toĀ understand the relevance of the Pickup service in Mexico, the problem that would solve, how would the value of the brand increase, and finally integrate it toĀ the Walmart app and all the digital products and points of contact related at the same time, reducing friction,Ā time and cost of production and logistics.
Empathize:
-Benchmark (Quantitative studies / Analytics)āāāāāāā
-Buyer Person / Customer JourneyĀ (Quantitative and Qualitative studies / Diaries, Interviews, Virtual reality, Eye tracking).
-Task & User Flows.
Research Goals
-What do people expect from this service in MĆ©xico?
-Find out how much consumers are willing to use these service.
-Find out what motivates people to use these service.
-Determine what will motivate people to stick with using these functions in the appĀ
and what other services are related to and encourage the need for use.
āāāāāāā
Define and create a solution:
-Awarness campaignĀ to know the benefit and process of the new service.
-Prototype and closed A/B test.
-Leave the fixed pick up buttonĀ pulled apart in the app architecture (Keep the new function very simple and always visibleĀ and that its function does not interfere with any other known process).
The results were a resounding success, not only the new service exponentially increased
the percentageĀ downloads of the app but also the usability of the application was very natural for customersĀ and more than 80%Ā of the sample study completed the task in less than two minutes.
