Best Buy
Providing relevant experiences for retail personnel and customers, and managing the digital shop experience.
Product Design / UX STRATEGY / Wire-framing / PROTOTYPING / USER TESTING
BACKGROUND:
Initially, I was employed to incorporate the new "Totaltech" membership from Best Buy into the point-of-sale devices utilized by retail staff members. Managing membership, refunds, financing, leasing, and other POS-related tasks became my job.
After a company re-org, I was assigned to the DSX (digital shop experience) team. The shop team's main priorities are search, media gallery, PLP, PDP, ratings & reviews, and more. I started off broadly contributing to the Best Buy shop experience, but found my niche in managing the cross-platform attachment and recommendation experience.
I'm still working on the case studies for each project, so this site is a work in progress. You may see a few of the screens, flows, and experiences I made below in the interim.😁
Simple product PDP redesign for Large view web. - One of my major responsibilities on the DSX team was to assist with our PDP redesign. Best Buy has used the same blueprint design for all product PDPs, and it hasn't been altered in a while. To enhance the consumer experience, we launched a new PDP for our low-cost items (<$100), appliances, and ecosystems.
Simple product small view (Mobile) - Both of these PDP prototypes have interactions that involve slide outs or drawers.
PLP Gridview transition - We saw that our click through rates on PLP were substantially lower than before, so we decided to try adding a gridview PLP to replace our single item display. Our test results were so good that we totally migrated to PLP gridview.
Best Buy Totaltech MVP for Point of Sale - This was the prototype I made for the role based on Totaltech membership. This document describes our experience selling and returning memberships for all of our use cases. The case study is provided below.
Project: TotalTech Membership Rollout on Point-of-Sale Machines
Overview: I was able to assist with the TotalTech Membership program's rollout on the point-of-sale (POS) devices at Best Buy. This project's goals were to inform clients about the advantages of the membership program, promote sign-ups, and seamlessly incorporate it into the checkout process. The main actions and design choices made during the process are described in this case study.
Research and Analysis: In order to begin the project, I carried out a thorough investigation to comprehend the current checkout procedure and collect feedback from patrons and store employees. In order to do this, user interviews, customer reviews, and workflow analysis of the POS machines were conducted. I was able to pinpoint instances where the TotalTech Membership integration needed to be improved in order to provide a seamless and intuitive experience.
Defining Goals: I came up with specific objectives for the rollout project based on the research findings. Among these objectives were:
Integrate the TotalTech Membership program seamlessly with the current point-of-sale checkout procedure.
Educate customers about the benefits of the membership program to drive sign-ups.
To encourage sign-ups, inform them of the advantages of the membership program.
Make the membership enrolling procedure as simple and effective as possible.
Make sure store employees have the skills and tools they need to help customers sign up for memberships.
Wireframing and Prototyping: Keeping the objectives in mind, I began by sketching up the updated checkout procedure and the integration of the TotalTech Membership program using low-fidelity wireframes. In order to guarantee a seamless user experience, the wireframes concentrated on where membership information should be displayed and how displays should flow. I performed internal usability tests to find possible problems and made revisions to these wireframes in response to input from stakeholders.
I used industry-standard design tools to create interactive prototypes after the wireframes were polished. Users and stakeholders were able to test out the improved checkout process with these prototypes, and they gave insightful comments on how useful and efficient it was.
Visual Design: I started the visual design phase after completing the wireframes and getting input on the prototypes. The goal was to develop an appealing and visually consistent UI that adhered to Best Buy's branding standards. To draw attention to and stimulate customer involvement with the TotalTech Membership material, I used the right colors, typeface, and visual signals.
Usability Testing and Iteration: I carried out usability testing sessions with customers and store personnel to make sure the rollout was effective. During these sessions, users' interactions with the prototype were observed, pain spots were noted, and feedback on their overall experience was gathered. These sessions provided invaluable insights that helped us refine the design and make iterative adjustments to increase adoption and usability.
Results and Implementation: I collaborated closely with the development team to offer comprehensive design specifications and guidance for the POS machine integration of TotalTech Membership. I worked closely with the team during the development phase, answering any concerns pertaining to design and offering assistance as required.
In conclusion, the goal of the TotalTech Membership program's implementation on Best Buy's point-of-sale (POS) machines was to encourage consumer sign-ups by smoothly integrating the program into the checkout process. The project's objectives were effectively met through careful research, wireframing, prototyping, and graphic design refinement. Achieving these favorable results required constant iteration based on user feedback and cooperation with the development team.
Story Board - Digital to in store experience - I offered to build a visual storyboard depicting our omnichannel experience at Best Buy. This diagram depicts the process of going from a customer's home to the store for installation. I appreciated being able to demonstrate my illustration talents.
In store assistance via APP - Customer feedback on our "summon a blueshirt" experience. This function enabled customers to call for assistance while shopping in our stores.
In store assistance -Employee feedback on our "summon a blueshirt" experience. This feature enabled personnel to identify which clients in their business required assistance.