As a product designer, I have been involved in the process of envisioning the entire customer journey, encompassing all aspects of the service.
In my role as a CX designer, I created a comprehensive Customer Journey Map (CJM) that covered the entire path from the beginning (entering the store) to the end (exiting the store), providing visual guidance throughout.
I envisioned user interactions, analyzed features with user flow and user cases, and visualized concepts through wireframes and prototypes for a registration and shopping app.
In my role as a UI designer, I designed the UI kit and established the visual style for the entire application. This included the potential for service expansion and the creation of a comprehensive design system.
To ensure successful interaction between customers and the service in real life, as well as between users and the registration application, we needed to carefully design the corresponding processes.
The solution to real-life interaction problems involved using Customer Journey Mapping (CJM) to understand user interactions with the service. We also analyzed similar services and explored common interaction patterns.
The store was conceptually divided into several sections where the user could interact with the service as both an anonymous and a registered user.
To address user issues, we utilized User flow and User cases. This allowed us to create a fast registration process that functions even without internet access for the user.
We tailored registration and purchase processes for various customer groups to enhance their interaction experience. Additionally, we anticipated and addressed potential disputes between users and the store.
An anonymous user doesn't know where to make a payment.
During group registration, how should users leave the store?
A customer has a product on their receipt and has paid for it, but they didn't make the purchase.
There is a designated payment area near the store exit with a POS terminal. It is clearly marked that the area is intended only for payments by unregistered users.
Group-registered customers can leave the store in any order that is convenient for them. The payment will be deducted from the device they used to log into the system. This way, we won't require all customers to exit the store together.
The main part of the design work took 3 months, which allowed us to launch the MVP version of the store.
Thank you for stopping by! Feel free to explore my networks to stay updated on my upcoming endeavors!
