Device Trade-in Retail Employee Experience
Turning a custom product into a reusable solution.
The problem
The company had created a device trade-in product for GameStop, which was GameStop branded. As such, it couldn't be reused for other potential customers.
Results
The redesigned product was well received. The sales team was able to sell to potential customers and marketing is was able to market it.
Actions
Strategically what was needed was a trade-in product that could be shown/sold to other potential potential customers with the ability to customize to their specific needs.
Performed research:
Evaluated the GameStop product against Norman's heuristics and design best practices. Found many issues to be addressed.
Researched retail environments, employee and customer journeys, needs & expectations, and technological capabilities.
Based on the strategy and the research, redesigned the trade-in product:
Created a company branded experience, with the ability for customers to customize certain components (e.g. logo).
Extended the design system with components optimized for retail/kiosk interaction point.
Addressed the usability issues.
Optimized the flow for efficiency, device assessment accuracy and seamless hand-off between evaluation unit and point of sale (PoS).
Extended functionality to provided feedback to employee on performance (provided device value vs actual device value), to improve assessment accuracy over time.
Extended functionality to provided tracking of employee and store performance - for fraud detection purposes.
