Europe’s leading specialist electrical and telecommunications retailer I worked with had a complex offer. This meant that shop assistants were overwhelmed by the number of product and service combinations, upsell/cross-sell options and pricing. They required a tool to help them navigate through customer journeys in a thousand brick-and-mortar stores.
I started off with learning about the needs of shoppers and shop assistants. I wanted to understand what makes a successful salesperson and a satisfied customer. My goal was to develop a fully customisable platform serving several brands of the chain.
My task was to build configurable journeys, different branding options, content, and UI components.
I initially focused on mobile network operators to help build a phone + monthly plan + broadband configuration. By spending time on the research phase, I made sure I understood the problem.
I ran workshops with the CTO, executives and sales staff, and analysed the main competitors. I also went through the data of the software used previously.
A lean approach to this project allowed me to focus on key functionalities needed for the MVP.
At the same time, I developed a Design System for the application, a list of responsive components, a set of font sizes, and the rules for the use of colours.
