LUSH Retail Experience
By collaborating with a partner, an innovative in-store shopping solution was created for LUSH. Employee interviews, customer observations, and creative design thinking were used in order to create a fun, tablet-based application that would reduce customer overwhelm when shopping at a brick-and-mortar store. Learning how to effectively collaborate with a partner and find creative solutions pushed me as a designer, and allowed me to create a solution that potential customers loved.
User Research
Overwhelming product displays
Interactive demos and friendly staff
An enthusiastic “Lushie” community
Employee Experience
Has extensive knowledge of products
Is busy helping customers while restocking items
Doesn’t want to be too overbearing
Knows regular “Lushie” customers that come in often
Hope to guide new customers to find something they like
Shopper Experience
Overwhelming amount of products
Unsure of what to purchase
Intrigued by different colors, shapes, and smells
Excited to try out a new product
Nervous to ask an employee for guidance
Unsure of what product will work best for them
Users want accurate product recommendations, friendly & informative interaction, and a creative & entertaining personalized experience.
67%
of users enjoy personalized experiences
Prototype
When rating the experience from a scale of 1-10, nine respondents rated it:
10
10
7.5
9
10
8
9
9.5
10
Users said they would use it again to find new products and gifts for someone
Reduce the tasks for employees
Useful features: Testing a scent, ingredient information, saving a scent, prices, and personalized recommendations
Thank you to Pamela Blaeser for collaborating on this project.