Every day an average of 50+ events happen in a club/store, which requires special attention from the respective associate.
We saw an opportunity to streamline the communication process during these events and provide actionable information to the right associate at the right time.
Led the design of the notification framework from the start.
Worked closely with product manager and service team to design notifications for all other use cases.
Notifying the right information
at the right time
Notifications, if designed loosely, could easily overwhelm the user and lack trust in the system.
So it was vital for us to design a framework that strikes the right balance. We mapped notification types with various degrees of interruption levels based on the severity of the events or task at hand.
Framework provided below
Notifying the right user
in the right manner
It was essential to send a notification to the right user. We designed the system to be aware of all the active associates in the club. We also mapped each notification to the respective workgroup. This enabled us to be more effective. For example, a self-check-out-related notification will be sent to its host only.
We also introduced reminders and escalations within the system to ensure critical tasks are completed on time.
Certain notifications which demand more attention were pushed to the device lock screen. These components were designed to display most critical and actionable info for associates.
All the notifications reside on a dedicated home screen. Users will be able to quickly access this page and see the most critical tasks awaiting them.
Certain events like emergency require full immediate attention from the users. A full-page takeover model helps to bring the criticality of the situation to the users.
Remote price override
We automated the current price override workflow with notifications. This feature enabled us to cut short the task completion time from 10 min to < 1min thereby reducing the customer waiting time.
We introduced a smart assistance which can be used by members to summon an associate for help. Notification was driving the experince by connecting to the right associates for help.
Members were able to quickly get help and get delighted in their in-store shopping experience. Associates were able to be more proactive in helping members
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