Customer representative App 

Retail Sales Assistant

We redesigned the in-store experience of the customer and the store representative. We’ve adapt the users’ habits to the real store merchandising scenario.

Role

UX Designer

Agency

Userpots

Client

Beymen

Service

Application

Year

2016

Duration

3 months

Project

Challenge

Even though there must be still a paper receipt in the process, we had to adapt the users’ e-commerce habits to the real store merchandising scenario with faster customer service. Store representatives also needed to track their commission & income for better motivation and competition.  

Project

Solution

The scenario of representatives dealing with multiple customers led us to the multiple basket solution. Now representatives will be able to see active baskets or search customer information to assign profiles to the selected products. New customer? Easily create a new profile & close that sale.

1·Research

Interview

We analyzed the shopping journeys to combine the online and offline experiences of the customer and the customer representative.

We conducted a direct observation study in order to understand Beymen customer representatives and their customers’ shopping experiences in the store. During these studies, we learned the needs and motivations by meeting with the customer representatives.

We then determined where the customer and the customer representative interacted with digital at the time of the shopping.

2·Interaction

Performance Overview

We’ve redesigned the shopping experience in the store as a result of the outputs obtained from the tests and interviews.

We have seen that sales associates control their own performance improvements when using the application. For this reason, we designed the app in the profile page center and transformed the current and past performance details needed by the representatives into a user-friendly interface.

2·Interaction

Synchronized Stocks

Access to the status of the product in the warehouse during shopping was critical.

We have designed the flow so that the representatives can query the stock in other stores by color and size, or find the product from the online store and add it to the basket.

In this case, representatives may reflect product with the chrome cast, so shopping experience can continue without keeping the customers waiting.

Wireframes
2·Interaction

Seamless Payment Experience

While carrying out the sales experience in the store, we also had to be able to use the online shop infrastructure.

We designed the barcode reading and accessing the online store to provide the user with seamless experience.

The steps are completed according to the payment preference of the customer from the cash register or from the online store, by printing the special receipt to the cart or by reading the credit card to the device.

3·Interface

High-Level Concept

We aimed to carry the service approach of the brand in its stores to the assistant app.

The brand has a luxurious image in the public eye. Therefore, the customer had to be able to feel this detail and service understanding from the screens that the representative who take care of them has control over their services and products.

Colors
Typography
To Sum up

Collective Progression

We designed all the flow and scenarios by keeping in touch with the Beymen team.

The aim was to carry the whole sales experience to mobile devices in order to provide what customers are accustomed to and want to receive continuously; the fast, easy and efficient service of the sales representatives at Beymen stores.

CREDITS 

Project Team

UX Designer
Berkay ALKIŞEL
Ali Eren ALAKİRAZ

Researcher
Sinem KUMDERE
Nazlı YILMAZ

UI Designer
Enes AKTAŞ
Pınar Yücel

Project Manager
Kerem ZAĞLÜL

Product Owner
Cem ROSSO
(Beymen)

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