Customer Support App, Digital Kiosk App & Voice AI Online Shopping for integrated BOPIS Experience
Selected as a preferred innovation partner by the client
What is this about?
As the Lead Experience Designer at Concentrix Catalyst, I spearheaded the redesign of the Buy Online, Pick Up In-Store (BOPIS) experience for a leading mobile telecommunication company.
Our focus? To seamlessly integrate digital solutions like a voice-enabled AI chatbot, a specialized Customer Care App for retail staff, and a cutting-edge self-service kiosk+locker to overcome existing frustrations.
Key Contributions
Research and Strategy
I delved deep into customer behaviors and needs, crafting strategic directions that became the backbone of our project.
UX/UI Design
My primary focus was on the Customer Care App and the Digital Kiosk & Locker. I played a pivotal role in designing these interfaces, ensuring they were intuitive, user-friendly, and seamlessly integrated into the overall customer journey.
Physical Industrial Design/Interior Design
Collaborating closely with an industrial designer, I directed the physical aspects of the project.
This included the retail store layout and the strategic integration of a digital kiosk and locker system, complemented by an inviting in-store café to enhance the customer experience.
Business Impact
Selected as an innovation partner
Our successful redesign of the BOPIS experience for a leading mobile telecom company culminated in our selection as their preferred innovation partner. This critical business objective highlights our expertise and sets the stage for future collaborative ventures.
My Role
Lead Experience Designer
Company
Concentrix Catalyst
Team
Project Oversight
Industrial Designer
Service Designer
Business Analyst
Experience Designer
Software Engineer
Tools/Tech
Figma: product design
Miro: workshop
Solidworks: 3D Modeling
Design Solution
Customer Care app
I designed a Customer Care App just for our staff. This app helps them keep track of customer appointments, personal details, and information about customers' family members. This way, our staff can better understand each customer's needs, leading to a more personal and practical service experience.
Store staff use this app to manaage the entire customer support at the retail store.
Key Features
Appointment Management: Enables staff to schedule and manage customer appointments efficiently.
Digital Kiosk+Locker Integration: Seamlessly work together with the Kiosk+Locker to enable customer’s smooth pick up experience.
Personalized Service Suggestions: Offers tailored service options based on customer profiles.
Revolutionizing Pickup Experience
Zero-Wait Self-serve Kiosk & Locker
I designed a self-serve kiosk that allows customers to reserve, modify their orders, and even unlock their product locker without having to wait in line - offering a seamless and stress-free pickup experience. Coupled with in-store assistance for phone setup, data transfer, and product learning, all while customers relax at the M-Mobile in-store café, this solution transforms the conventional retail pickup process into a more pleasant and efficient experience.
Key Features
Order Reservation and Modification: Customers can reserve and modify their store visits and orders.
Product Recommendation: Offers tailored recommendation based upon customer’s data
Zero-wait Product Locker Access: Enables customers to unlock and access their product lockers for pickup.
In-Store Café Integration: Offers the option to relax at the in-store café while waiting for data transfer, etc.
In-Store Device Set-up Assistance Allows assistance for phone setup, data transfer, and product learning.
Real-Time Inventory Check: Provides instant access to store inventory for product availability.
Simplifying the Shopping Experience with AI
Stress-Free Shopping
with Voice AI
The Voice AI feature that allowed non-tech savvy customers, such as busy moms, to effortlessly research and place orders, removing the stress often associated with navigating complex product information.
Key Features
Easy Order Placement: Simplifies the process of researching and placing orders via voice commands.
Multi-Language Support: Accommodates different languages for a wider range of customers.
Product Information Access: Provides detailed product information through voice interaction.
Voice-Activated Help: Offers instant help and answers to customer queries.
Order Customization: Allows customers to customize their orders using voice commands.
Personalized Shopping Suggestions: Gives tailored product recommendations based on customer preferences and history.
Design Process
Service Blueprint
Interaction flow, Wireframe
Customer Care app
Concept sketch, Prototyping
KIOSK & Retail Store design
Outcomes
Our team delivered an end-to-end experience, personalized to fit the unique needs of diverse customers.
For busy moms,
we introduced a voice-enabled AI chatbot, making online ordering effortless and less time-consuming.
For retail staff
We empowered retail staff with our Customer Care App, enabling them to provide personalized customer service.
For customers at the retail store
In addition, customers gained the convenience of picking up their orders from our self-service kiosk, with the option to set up their phone or device at the in-store café. The client recognized our innovative contributions and chose us as their preferred innovation partner, a testament to our team's success.