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STORE MODE FOR OUTLETS IN THE BEST BUY APP
STORE MODE FOR OUTLETS IN THE BEST BUY APP
STORE MODE FOR OUTLETS IN THE BEST BUY APP
Designing and interactive experience exclusively to shop inside Best Buy outlet stores for used, refurbished and open box inventory.
FULL-TIME
BEST BUY
ROLE
UX DESIGNER
RESPONSIBILITIES
UX/ UI DESIGN, STRATEGY, USER TESTING
YEAR
2024
BEST BUY
STORE MODE FOR OUTLETS IN THE BEST BUY APP
THE PROBLEM
How might we create an interactive experience for Outlet customers to help eliminate the need of an employee until they are ready to make a purchase?
How might we create an interactive experience for Outlet customers to help eliminate the need of an employee until they are ready to make a purchase?
This work was tied to both the enterprise goal for 2024 of "driving app growth and engagement" while also solving the supply chain mile of selling used inventory in different conditions.
This work was tied to both the enterprise goal for 2024 of "driving app growth and engagement" while also solving the supply chain mile of selling used inventory in different conditions.
CUSTOMER CONTEXT
51% Inspect products to determine condition.
45% walk through full store to browse all assortment.
96% expect some kind of employee support during their visit.
MOST Travel long distances to get to an outlet.
ALL want bigger savings than regular stores.
WE NEEDED TO GET THEM TO THE RIGHT PRODUCT, FAST.
51% Inspect products to determine condition.
45% walk through full store to browse all assortment.
96% expect some kind of employee support during their visit.
MOST Travel long distances to get to an outlet.
ALL want bigger savings than regular stores.
WE NEEDED TO GET THEM TO THE RIGHT PRODUCT, FAST.
THE AVERAGE EMPLOYEE SPENDS 20 MINUTES WITH EACH CUSTOMER INSPECTING CONDITIONS OF AN ITEM.
As a UX Designer my solution would directly impact customers by saving time while saving Best Buy money in employee wages.
Through this process I also had to understand the software and people that could help showing product conditions. This led me to meetings with business stakeholders, inventory stakeholders, supply chain experts, observational store visits, etc.
Through this process I also had to understand the software and people that could help showing product conditions. This led me to meetings with business stakeholders, inventory stakeholders, supply chain experts, observational store visits, etc.
THE RESULTS
Converstion Rate / Click To Install
Converstion Rate / Click To Install
35%
35%
35%
DROVE ONLINE PURCHASES
DROVE ONLINE PURCHASES
$2.7 M
$2.7 M
$2.7 M
Doubled Black Friday Revenue
Doubled Black Friday Revenue
$4.7 M
$4.7 M
$4.7 M
THE OUTCOME
This customer facing experiences depends on so many aspects of supply chain and I had to become a subject expert in all of them. I faced monoliths and had to work around engrained systems that work but require substantial investment to optimize. I created relationships with business stakeholders and advocated to help users view conditions from their phone. My dream for this project is showing people accurate photos and descriptions of everything related to a used item.
This customer facing experiences depends on so many aspects of supply chain and I had to become a subject expert in all of them. I faced monoliths and had to work around engrained systems that work but require substantial investment to optimize. I created relationships with business stakeholders and advocated to help users view conditions from their phone. My dream for this project is showing people accurate photos and descriptions of everything related to a used item.
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