Customer and Business Problem
Open Box are items that have been returned to the store and presents the opportunity for customers to buy the latest products at a lower price point. Before this project, the only way customers could discover available Open Box was to physically walk around the store on a “treasure hunt”.
In 2020, when Best Buy brick and mortar stores closed because of the pandemic, there was an urgent business and customer need to quickly provide a way for customers to browse and shop for Open Box products on the app.
My Role
I was the only Product Designer. Worked in close collaboration with my Product partner to bring customer value; Business Analyst and Business Systems Analyst to conduct tech discovery; and Engineers/QA to deliver the product.
Store Discovery
I visited a local Best Buy store with my Product Manager to talk with employees and discover how Open Box is currently sold in stores.
App Discovery
One challenge was working with existing backend systems, filter facets and design. I proposed a plan to roll Open Box Browse in phases. First, provide customers a way to browse Open Box products that have SKU’s and available to purchase online. Second phase, provide customers a way to browse Open Box products can only be purchased at a physical local store.
Flow explorations
Open Box shoppers are not just deal seekers, but extreme bargain hunters who actively shop for Open Box products. Based on customer interviews, I explored optimal flows for customers to have the information and tools required to easily browse.
Visual explorations for entry banner
