As well as a huge online presence and e-commerce platform, Liberty Global has many physical stores where customers come to try out products, talk through their subscription and hardware options and get help and support in person.
We recently carried out the research, design and prototyping of an enterprise mobile solution to tie in with the redesign and launch of the UPC flagship Swiss retail store. This tool, housed in an iPad, was able to display and demo products, as well as answer care and support questions. In short, it allowed busy staff to deliver the best in class customer experience, without exception.
Our first task was to understand the needs, motivations and pain points of several user groups. We uncovered that many of the store's customers tended to either want to find the right products to buy or needed help solving an issue they were having with an existing product.
Interviews with staff revealed they had to deal with multiple things - trying to keep up to date with the latest products and subscription options, as well as troubleshooting questions from customers, including technical enquiries. It became clear the staff encompassed varying levels of experience, ranging from store managers to casual weekend workers.
Next, we needed to engage sufficiently with the staff, extolling the benefits of the tool we were developing so that they would become its enthusiastic ambassadors. We were keen to glean as much insight from the staff as possible, since co-designing with end users is often the best way to generate great products and also helps with onboarding of the new processes and new tools.
- A full map of the customer and staff journeys across physical and digital channels
- Prioritised user stories with complete technical evaluation of all back-end systems required
- Fully interactive prototypes on devices with all journeys from the map accounted for
- High fidelity design and interaction patterns documented ready for development