Lead UX Designer
iPad Apps
The Project
The goal of the project for Liverpool, the largest retail store in Latin America, was to create a mobile Point of Sale (mPOS) which would enable sales associates to have more interaction time with their customers, as well as have one system they could work from rather than four computers, all with different interfaces, spread throughout the store.
I spent a total of nine months on the project and designed a mPOS Application, Credit Card Application, Training Mode Application, and a Shoe Inventory Tracker. The first three months of the project I spent traveling around Mexico, interviewing business stakeholders and end-users and understanding how the various business processes were done both online and offline. The remaining six months of the project I worked with my project team in Denver at Deloitte Digital and created user flows, wireframes, a lo-fi prototype, created videos for training, and a video to showoff the application to be shared with the 150 Liverpool store directors. Towards the end of the project I flew back out to Mexico City to facilitate usability testing as well as to be a part of the launch of the application and training with the associates.
Goals
Create a white-glove customer shopping experience in-store.
Increase cart size in-store.
Challenges
During kickoff, stakeholders heavily pushed back and said “Our family has successfully run this business for 100 years, why should we listen to your ideas?”
Client was resistant to agile at first, but once I talked with the c-level leadership team about the risks with waterfall, they agreed to move forward with agile and were thankful in the end that they did.
The client was based in Mexico and the only a few people on the client side spoke English.
Ideation via Sketching
Sales Associate iPad App Wireframes
I created these wireframes based on research with customers, conducting usability testing throughout the design process with sales associates in-store.
