Tablet App for Sales and Exchange

Designed and prototyped a tablet app to enhance in-store sales support, improving efficiency and customer interactions.

The project focused on creating an intuitive interface for sales associates to manage customer orders and exchanges while providing a seamless experience for customers.

Through careful analysis of user needs and pain points, we developed a solution that streamlined the sales and exchange process while maintaining high customer satisfaction.

Listened to Exchange Calls

• Observed real customer interactions to understand common concerns, frustrations, and areas of confusion.
• Noted frequent questions and process bottlenecks that slowed down exchanges.

Interviewed Sales Associates

• Conducted one-on-one conversations with salespeople to learn about their workflow.
• Gathered insights on the tools they currently use and what improvements they would find most valuable.
• Identified gaps where additional support or automation could enhance their efficiency.

Key Findings

• Customers were often sold beds that were too soft.
• Sales associates had use the phone to coordinate the exchange.
• A lack of transparency led to frustration with the customer.
• Sales associates wanted a quick-reference tool with exchange eligibility, product recommendations, and a way to visually show the customer the exchange.

Based on our research findings, we developed a streamlined workflow for handling bed exchanges.

The process now includes clear eligibility checks, automated communication with customers, and visual guides for sales associates.

This structured approach helps reduce confusion and ensures a consistent experience for both customers and staff.

Initial wireframes focused on creating a clean, organized interface that would make it easy for sales associates to find and use the tools they needed.

We iterated on these designs based on user feedback, ensuring the layout supported efficient sales and exchange workflows.

The final design incorporated Sleep Number's brand guidelines while maintaining a professional and efficient interface.

We added interactive elements and clear visual hierarchies to improve usability and make the app more engaging for both sales associates and customers.