Fitting room of the future
Digital ecosystem
2020
Senior Product Designer
PROJECT
Transform the In store luxury experience
Farfetch was commission to build a solution to enhance the digital experience within the Chanel store. The pilot consisted of three digital products (B2B app for sale assistant, B2C App for VIP customer, and a connected mirror in boutique)
CHALLENGES
The initial experience was not though as a holistic journey, digital products were disconnected between each other, so any updates on a platform were not synchronized with others.
Fashion advisor could not manage customers’ request and manage stock
in real time.
Customers were unable to communicate with their assistant, and did not receive any personalized recommendation.
SOLUTION
Create a digital ecosystem between the three products
Provide exclusive and personalized experience for the customers within the store during the fitting session and on their VIP app
Enable sale assistants to answer customers request in real time
How it works
Result
Role
• Designed new features for the ecosystem
• Lead interaction behavior and hand off to dev
• Optimized user experience of Customer App
• Improved Design system (restructuring and renaming) for better delivery and implementation
• Researched and prototyped
• Collaborated daily with engineers and PO
Research and observation
Understand the customer journey holistically
Map user journey
Mapping user flow before translating them into designs helps align the team and take decision on final solution.
