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THE WORKSTATION: RETAIL SOFTWARE FOR STORES NATIONWIDE

THE WORKSTATION: RETAIL SOFTWARE FOR STORES NATIONWIDE

THE WORKSTATION: RETAIL SOFTWARE FOR STORES NATIONWIDE

Software used in Best Buy stores as a launchpad of tools to serve customers with excellence with 57k monthly users, 1.5 M Visits and 19 M Interactions mostly in retail stores nationwide.

FULL-TIME

BEST BUY

ROLE

UX DESIGNER

RESPONSIBILITIES

UX / UI DESIGN, RESEARCH, TESTING

YEAR

2022-2023

BEST BUY

THE WORKSTATION: RETAIL SOFTWARE FOR STORES NATIONWIDE

THE PROBLEM

At the start of this project the software used for in-store retail workstations was an aging platform with low security standards. The 15 year old crowdsourced platform created by Best Buy employees had to be decommissioned in 3 months, before our biggest day: Black Friday.

At the start of this project the software used for in-store retail workstations was an aging platform with low security standards. The 15 year old crowdsourced platform created by Best Buy employees had to be decommissioned in 3 months, before our biggest day: Black Friday.

It is the software of cash registers, store backrooms, store floor. Every single store depends on this software to operate.

It is the software of cash registers, store backrooms, store floor. Every single store depends on this software to operate.

OUR RESEARCH OUTCOMES WERE THE GUIDING LIGHT.

After interviewing 500+ employees, we understood employees mostly fit in 7 mindsets with different tools and needs from the app. This allowed up to map the growth, scale and scope of the project that was always evolving.


After interviewing 500+ employees, we understood employees mostly fit in 7 mindsets with different tools and needs from the app. This allowed up to map the growth, scale and scope of the project that was always evolving.


THE CLEAREST FINDING: EMPLOYEES NEEDED TO FIND THEIR TOOLS FAST

No matter which mindset they were in, they all had the same objective.

Initially rolled out to 4 stores and spent months testing, fixing bugs and listening. From that we understood users needed more customization, access to bookmarks, and dark mode. Once all bugs were fixed we rolled out nationwide with no hiccups.

Initially rolled out to 4 stores and spent months testing, fixing bugs and listening. From that we understood users needed more customization, access to bookmarks, and dark mode. Once all bugs were fixed we rolled out nationwide with no hiccups.

THE RESULTS

Time to open tool

Time to open tool

5 secs

5 secs

5 secs

Workstations in Dark Mode

Workstations in Dark Mode

2/3

2/3

2/3

Suggested tools by mindset usage

Suggested tools by mindset usage

63%

63%

63%
THE OUTCOME

This project directly impacts Best Buy's revenue. The initial ask of increased security was accomplished. But with so, we also created a kiosk like experience that saves employees time on their computers to serve the customers with excellence. Our initial rollout to 4 stores was full of blocks and lots of bugs we as a teams developed patience and resilience in adversity.

This project directly impacts Best Buy's revenue. The initial ask of increased security was accomplished. But with so, we also created a kiosk like experience that saves employees time on their computers to serve the customers with excellence. Our initial rollout to 4 stores was full of blocks and lots of bugs we as a teams developed patience and resilience in adversity.

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