CX Experience Design

Overview

On this project I served as a UX/UI Designer for a major eyewear retailer seeking to digitize their in-store customer experience. In addition to assisting with the iPad app UX/UI design, I conducted functional testing for EHR elements that were also critical components of the employee and customer experience journeys.

Tools

• Adobe XD

• InVision

Process

discovery: Prior to beginning the iPad app design, my team and I visited one of our client’s store locations to get a better understanding of the customer experience and identify both pain points and positive elements from employees. From the initial visit, I gathered insights on key moments of the customer experience related to scheduling an appointment, receiving confirmation, checking-in, filling out registration paperwork, the pre-test visit, and POS.

This experience as well as employee interviews with the on-site Receptionist, Technician, General Manager, Optometrist, and Sales Representative aided in gaining empathy for both the customer and employee, whose journeys would be directly influenced by our design solutions.

defining the problem: As a result of field research, employee interviews, and stakeholder feedback, we identified the primary problem as the need to save time on key tasks by eliminating unnecessary paperwork for both customers and employees and streamlining the customer and workplace experience through a customer and employee-focused digital retail experience.

prototype: I moved from wireframes to a mock-up for the iPad app based on insights gained from research, and for prototyping, I used Adobe XD. For the visual design of the interface, I referred to the company branding guidelines and referred to Apple’s Human Interface Guidelines for iOS design principle best practices.

*The design shown here is a de-branded version.