Rolled out to more Sales staff with improved features
Improved features included booking, takeover checkout, search SKU, client list
More orders processed using SOF app checkout system
Farfetch is the Global platform in Luxury Fashion. It's Store of the Future Product was introduced to the world of Luxury fashion to showcase that technology can enhance the luxury shopping experience by enabling an interactive digital experience between Prospective Clients and Shop floor staff using an App and Digital Mirror Interface.
As a member of a small team across London and Portugal I worked with Product Designers and Engineers to iterate and test new key UI elements of the new App solution to Private client staff for their in-store experiences with customers. I helped to contribute to testing and research through setting up processes with the team, setting up a room for functional testing space with the mirror and app with products and conducting instore investigations.
Store of the Future had been setup as a MVP testing project to validate the potential of a Luxury brand connected experience. After its debut Farfetch sought to make the team bigger to help implement new designs and technical specs to add in multiple Brand Partners including Chanel, Browns, Thom Browne and the ambitious project of Matarazzo in Brazil. My role was to support the Design team in iterating on new key journeys, cross collaborating with the Back Office team and conducting research and testing with customers to feed in insights to the core team to guide development.
I began to get more background knowledge of what experiences Shop floor staff engage with at different stores. To do this I conducted on site observations and interviews with different stores in London (We had no budget or scope to go to stores internationally). I visited Browns Fashion and Thom Browne to build a relationship with them and to learn their day to day operational activities and to observe the tasks they had to do with customers.
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By spending time at stores I was able to understand more in-depth how stores are setup, staff routines, admin work and customer interactions. By not engaging with Sales Staff I would not have understood the core key elements to what they defined as their priorities.
1. A customer focused relationship is top priority to enable them to start conversations and elevate their offerings to new and existing customers
2. Admin work should be as little as possible from the manual effort perspective and more automated.
3. Smooth experiences can make or break a customer engagement. Smooth experiences can make an impact, clunky experiences make a stronger negative impact.
Once I had conducted my research I briefed the team on a wide range of information we could use to improve the existing map we had based on previous research. Gaps filled in included additionally pain points, contextual scenarios to cater for, 3rd Party existing integrations and Opportunities for quick wins on the app redesigns.
Working with the data engineer and product I wanted to help setup a test environment to rapidly check design refinements were pixel perfect and consistent with the expected experience. Additionally it was to help test scanning of barcodes working with the Portuguese tech innovation team dedicated to the division. I personally wanted the ability to run simulated scenarios with testers to have an open space to themselves to run use cases of when someone is consulting with the customer and when a customer wants to self service.
Once I had conducted my research I briefed the team on a wide range of information we could use to improve the existing map we had based on previous research. Gaps filled in included additionally pain points, contextual scenarios to cater for, 3rd Party existing integrations and Opportunities for quick wins on the app redesigns.
Rolled out to more Sales staff with improved features
Improved features included booking, takeover checkout, search SKU, client list
More orders processed using SOF app checkout system
Rolled out to more Sales staff with improved features
Improved features included booking, takeover checkout, search SKU, client list
More orders processed using SOF app checkout system
Rolled out to more Sales staff with improved features
Improved features included booking, takeover checkout, search SKU, client list
More orders processed using SOF app checkout system