Loyal World Digital
Transforming the Infosys Mysore community's daily shopping experience and enhancing their quality of life.
Duration
12 Weeks
Team size
5 Members
Domain
Retail
Role
UX Designer, Researcher
Tools
Figma, Miro, Teams, Google Suite
CONTEXT
Meet Loyal World Market, a daily needs superstore that sells over 25,000 products from over 80 countries. LW is seeking help from Infosys to improve its sales on campus. Shanmugam, the campus store manager, is in charge of boosting sales to meet company goals and customer satisfaction. Through this project, We will work with Shanmugham and his team to increase sales and improve customer experience.
VISION
A TRICKY CHALLENGE
Loyal World store has been experiencing an increase in visiting customers. However, they are not making a lot of sales.
OBJECTIVE
OBJECTIVE
To boost sales for Loyal World and provide customers with an improved shopping experience
WHY DID LOYAL WORLD NEED A REIMAGINED DIGITAL EXPERIENCE?
The Incampus store was designed to meet the unique needs of campus residents, which means that not all products found in a regular store were available.
Infosys Mysore campus is the most prominent training campus in Asia. (Data for 1 training season)
12000
Trainees
2000
Employees
12
Foodcourts
(capacirty of 2-3K people at once)
3
Loyal World Convinience stores
Crowded stores and lengthy queues were the norm, often diminishing the overall experience for the community.
DESIGN PROCESS
FINDING OUT HOW LOYAL WORLD IS LOSING ITS SALES
EXPLORATION AND LEARNING
During the initial three weeks, we efficiently involved users in the design process by conducting various qualitative and quantitative research activities.
We Spoke to -
10 - Infosys Employees
02 - Loyal World staff
168 - Trainees
To Understand -
Typical shopping experience
Frustrations, pain points, and concerns
Motivations
Frequency of visits
Nature of shopping
Decision-making aspects of purchase
Obstacles
Shoppers' needs
Time spent shopping
Satisfaction,
Demographics
INTERVIEW HIGHLIGHTS
"I usually make a quick stop to buy groceries after work" - Trainee
"It is always crowded, and sometimes I return without buying anything" - Trainee
"I wish they had a delivery service" - Trainee
"it's hard to maintain the evening crowd" - LW staff
"We visit in a group after the training session" - Trainee
FINDINGS
Avg time spent at the store.
Prefer online Shopping
Visits 3 times a week.
Dissatisfied with current experience.
DID THE RESEARCH HELP?
NO ❌
The research failed to identify the core issue of reduced sales.
It seemed to lead us towards building just another shopping app.
SOLUTION
DIGGING MORE INTO CUSTOMER EXPERIENCE
"To transform the store into a digital experience, we must have a clear and thorough understanding of the physical space."
I led the team to spent the next 7 days observing the store at various times throughout the day to understand: Functioning of the store, store environment, frustrations in the process, and staff & Customer mindset.
Simulation of top View of the In-campus store during rush hour
CUSTOMER EXPERIENCE
WHAT WAS THE ACTUAL PROBLEM?
SOLUTION
According to Shanmugham and his team, they had many customers visiting. However, what they did not know was that the surge in customers after their daily training sessions led to:
Long billing queues
+
More wait time
+
Reduced instore navigation
=
Reduced Sales
The current shopping process is in dire need of improvement. The crowded stores and long queues at the Infosys campus are a major inconvenience for trainees, faculty, and staff, causing frustration and wasting valuable time.
OPPORTUNITIES
KEY TAKEAWAYS
KEY TAKEAWAYS
01
By providing a digital alternative, the project can substantially decrease crowds at the physical store, vastly improving the shopping experience
02
Implementing self-billing options is essential to expedite the shopping process, significantly reducing the need for manual checkouts.
03
Prioritizing a hassle-free delivery experience to improve the convenience and satisfaction of customers.
Opportunity
Concerns
Solutions
01 Shopping app
01
Target customers adopting the app.
02
Elements of the shopping experience that can't be replicated digitally. (Sensory experience, Customer Service)
03
Alienate customers who prefer or require the physical experience.
Online shopping alongside traditional physical shopping experience.
02 Self-billing
01
Elderly customers, those with disabilities, or those without access to technology.
02
Technical issues, self-billing system malfunctions.
03
potential security risks like fraud.
04
Educating and training customers.
Retaining and reducing the number of billing counters.
03 Delivery
01
Fast delivery, flexible delivery options, easy tracking,
02
Would customers be willing to pay more for it?
03
Processes to handle delivery? third-party logistics providers?
Limiting the deliveries to 2 or 3 slots in a day.
Incampus trainees can sign up as delivery buddies.
PROBLEM STATEMENT
PROBLEM STATEMENT
How might we make the shopping experience of a customer quick and effortless?
PROPOSED SOLUTION
HOW MIGHT WE DESIGN A DIGITAL EXPERIENCE WITHOUT LOSING THE
ELEMENTS OF THE SHOPPING EXPERIENCE THAT CAN'T BE REPLICATED?
01 Streamlined Ordering
Developing a mobile app is a crucial opportunity to streamline the ordering process alongside the physical shopping experience, making it more convenient for users.
KEY TAKEAWAYS
Simply scan the bar codes of your selected items for a Hassle-free Self billing experience.
It's quick, easy, and secure! to Checkout and pay for the products on the app.
Have the order delivered to you or pick it up yourself.
HOW MIGHT WE IMPROVE THE CONVENIENCE AND SATISFATION OF CUSTOMERS?
02 Efficient Delivery
The project must explore and implement efficient delivery options to ensure prompt and timely delivery of orders to costumers.
KEY TAKEAWAYS
Users can explore becoming a delivery partner on campus.
Delivery partners can ensure efficient and fast delivery with Pre-determined delivery locations based on their home location.
Delivery requests can be Accepted or declined based on delivery partner's convenience.
HOW CAN WE MOTIVATE AND KEEP OUR DELIVERY BUDDIES COMMITTED?
03 Positive reinforcement and engagement
The App must reward users with points for completing deliveries. Pursuing more points acts as positive reinforcement and can keep them engaged.
KEY TAKEAWAYS
Smooth and efficient pick-up experience by sharing the order information at the store
Effortlessly track the order's delivery location with Map My Buddy.
Maximize the shopping experience by utilizing the delivery reward points earned.
HOW DID WE ARRIVE AT THE SOLUTION?
33.75%
Physical shopping
16.25%
Online shopping
50%
Both
Not happy with the current experience
Wants an online shopping experience
Would like to be a delivery buddy
PERSONAS, USE CASES & SCENARIOS
SOLUTION
After thorough analysis, we developed two personas to represent our user groups. We then created use cases and user scenarios that mapped their journey to guide design decisions and ensure that designs met their needs.
FEATURES LIST
SOLUTION
And based on the use cases we created a features list:
SOLUTION
Barcode scanning for self-billing
Quick and Secure payment
Customers can become delivery partners
Pre-determined delivery location
Accept or decline delivery requests
Reward system for completing deliveries
Track delivery location
Utilize reward points for shopping benefits
WORKFLOW
SOLUTION
Now that we have identified all our product requirements and features. We needed to determine how to organize and structure the processes from start to finish between a customer, store and delivery partner.
ITERATION AND DESIGN
KEY TAKEAWAYS
We tested our initial sketches and prototypes, focusing on usability, familiarity, clarity, simplicity, and consistency. Then, based on feedback from users, stakeholders, and senior leadership, we iteratively refined the designs.
NEXT STEPS FOR THE PROJECT
KEY TAKEAWAYS
Task-based testing to help identify areas of improvement.
Design a simple and user-friendly UI that aligns with the Loyal World brand.
Deep dive to understand feasible delivery practices.
LAST KNOWN STATUS OF THE PROJECT
KEY TAKEAWAYS
The Infosys Mysore campus was locked down and the project was put on hold due to the pandemic.
MY IMPACT
SOLUTION
The project's results were not just about convenience and improving sales; it was also about transforming a community's daily experience and enhancing their quality of life.
Being a part of the Loyal World Digital project has enriched my journey as a UX designer in several ways. As a designer, I had the opportunity to work on the project with a focus on prioritizing user and business needs and creating a seamless and enjoyable shopping experience. My team and I aimed to identify and eliminate pain points, improve productivity, and drive innovation while ensuring the design aligns with Infosys' needs. The ultimate goal was to enhance user satisfaction and drive business success.
MY LEARNINGS
SOLUTION
User-Centric Mastery
This project deepened my commitment to user-centered design. It honed my skills in empathizing with users, conducting meaningful research, and crafting design solutions that prioritize their needs.
Advanced problem-solving
This project presented complex challenges like addressing crowded stores and long queues. I developed a knack for identifying pain points and engineering innovative, user-centered solutions.
Collaboration Proficiency
Working closely with team members and project managers taught me the vital role of effective communication and collaboration in achieving design goals.
Project Management Skillls
The project encouraged me to refine my project management skills, from setting timelines for deliverables to coordinating tasks within a team, enhancing my overall effectiveness.
Innovation Catalyst
I was inspired to think creatively and drive innovation within the digital space. Exploring novel ideas for self-billing, delivery, and demand-based stocking reinforced my commitment to innovative design solutions.
User Empowerment
This experience solidified my belief in technology's power to empower users. By making their daily lives more convenient and efficient, I gained a profound understanding of how our designs can truly resonate with people.
I'm glad you made it here; let's connect.
