Turning Loyal World's Physical Space into a Digital Experience
Transforming the daily shopping experience and improving the daily lives of 14,000 individuals.
Loyal World Market is a daily needs superstore that sells over 25,000 products from over 80 countries. There are three convenience stores on the Infosys campus. However, the campus's Loyal World store faces a unique challenge: crowded stores, long lines, and, surprisingly, low sales. Loyal World needed a solution that would boost sales and improve the shopping experience for everyone on campus. This is where our team stepped in.
MY ROLE
Position: UX Designer and Researcher
I led user research initiatives, and guided the team toward field observations to identify and solve core user pain points. I was instrumental in identifying the problem, mapping user journeys, defining problem statements, and iterating design solutions based on user feedback.
Duration: 12 Weeks
Team Size: 5 UX/UI Designers (including me)
Tools: Figma, Miro, Figjam, Google Suite, Teams
The project initially seemed straightforward—designing a digital solution to boost sales. However, despite being comprehensive, our initial research did not identify the root cause of the problem.
Recognizing that something was missing, I led the team to dive deeper into field studies to understand the store's physical environment. Through extensive observation and analysis, we uncovered that the surge in customer traffic after daily training sessions created bottlenecks in the store, significantly reducing efficiency and customer satisfaction.
With these insights, we shifted our approach to design a hybrid solution that integrated digital and physical elements. We developed a mobile app featuring streamlined ordering, self-billing options, and efficient delivery services. This approach not only targeted the immediate problem of long queues but also addressed broader issues of convenience and customer experience, ultimately aligning with the business objective of increasing sales.
This project taught me the value of persistence, deep problem exploration, and the need to consider all facets of a business problem—both digital and physical. It reinforced my belief in the importance of user-centered design and strategic thinking to drive impactful solutions.