The Background
A big move from Samsung was to launch storefronts across the nation. Physical stores allow customers to physically experience products and drive on-line sales. These stores also provide a convenient online shopping experience by providing customers the option to purchase online and pick up in store. My role was to bring this buy online and pick up in store feature to Samsung.com.
My Role
I was the only UX/UI Designer.
I worked with two Product Managers and Engineers.
The Problem
Currently, there were only three stores launching across the nation. Also, detecting the customer’s location is not always accurate and limited.
Design and Customer Experience Defense
The Product Managers and Engineers wanted to design for the future where there would be many more stores open nationwide. The Product Managers also wanted to design for the use case where a customer may not live near a store, but could purchase a device as a gift for a family member living near or store, or they may want to purchase a device while on a business trip to New York, Los Angeles or Texas. These are very edge cases to design for. To defend for the best customer experience, it helped for me to mock up what a customer in Washington state would experience. The customer would have to enter their ZIP Code only to see that the closest store available for pick-up is in Los Angeles, CA. This helped Product Managers and Owners see that this would cause major customer frustration.
Immediate Solve
I recommended that we must be transparent and clearly tell the users the three locations.
Long Term Solve
I presented an option that we could pursue in the future when there are more storefronts (highlighted in pink).
