Project Overview

What is Sprout?

Sprout is a customer feedback platform to help retailers improve their customer experience by allowing shoppers to rate their interactions with store associates. Ultimately, this data will offer actionable insights that retail managers can leverage to better coach and train associates, improving their overall customer service strategy, sales and performance.

Wireframe exploration

Some explorations into the screens. I decided to redesign some of the wireframes for better user experience and to meet users’ goals

• Re-created emotion statistics

• Added employee photos

• Some of the graphs had unclear titles

• Metrics not labelled on the graphs

Preliminary Research

Competitive Analysis

We gathered information about the competition in order to define the basic features of our platform.

Style Tiles

I created three style tiles communicate the visual essence of a brand. We validated our designs with some users. Most people preferred the Fun style tile as it was more appealing and seemed appropriate for a CRM.

User Interviews

We conducted user interviews by reaching out to people that fit our user personas. We sourced for people online and completed the interviews via zoom due to the pandemic in the country. The user interviews helped us to get an idea of what our users were looking for and to gather as much information from them as possible before moving forward. Throughout the 5 weeks, we conducted 3 rounds of user interviews for usability and desirability testing.

• Store managers, Business owners, people in management roles or experience, sales associates or anyone in a customer facing role.

Final Iteration and Breakdown of Each Screen

After testing out the high-fidelity screens and getting user testing, I made changes to my designs based on the feedback we received. Each page is broken down below to explain my design decisions.

Measuring store revenue and Employee rating

This is how Sprout solves for measuring store revenue and employee performance.

• User is able to view product sales over different time periods

• User can view average employee rating for that time period

What I could have done better

• The use of the red color may not be accessible to color blind people. Next time, I could make use of icons like thumbs up and thumbs down to make it accessible to all.

Measure feedback and Store performance

This is how Sprout solves for measuring real time feedback from the customers:

• The thumbs up and thumbs down to show negative and positive outcomes.

• Customer feedback for the month with details

• Emotion statistics to show customer opinions

• Average customer rating

• Store’s performance

Employee performance and Pinpoint weakness

This is how Sprout solves for measuring employee performance and pinpointing weakness:

• Users are able to see individual ratings and target who may need additional trainings.

• User can see information on specific employees such as reviews, progress and areas of weaknesses in order to provide necessary trainings.

What I could have done better

• Move the “Add employees” button at the bottom to the top

How successful were our designs to users?

We carried out a final usability test to measure success by checking behavioral metrics of user experience, such as how long it takes to complete tasks by having them walk us through certain tasks, percent of tasks completed and error rate.

• Tested 5 users: All were able to complete tasks given to them within a few seconds.

High Fidelity Screens

Prototype Video