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Mysterybox
A retail software to improve brand equity value
20%

Increase in customer foot fall

8000+

Retail therapist on-boarded to validate store experience

Introduction

Mystery box is an assessment platform for retail brands to enhance customer shopping experience. The retail industry is evolving towards connecting human emotions to maximize the brand equity value.

Challenge

B2B target:


Designing an assessment platform to integrate the retail stores with retail consultants and auditors for validating their store experience and quality of their products & services.

- Design Auditing & Assessment platform for improving store experience

- Design launchpad platform for new brands

B2C target:


Leverage the omni-channel market and enable tech to connect with human experience for maximizing customer footfalls and to improve the brand loyalty.

- Design a concept for online users to a virtual-mall experience

- Integrate omni-channel commerce into the solution

- Design brand loyalty gamification

- Design customer experience models

Perceive
Treating ourselves to some retail therapy

The ideation process was a lot of fun. For the B2B research, we interviewed auditors to understand the assessment process and looked at the metrics which governs the customer experience index score.



- Understanding assessment process

- Interviewing auditor for insights

For the B2C research, we started by ideating a game plan to understand the store operations by socializing with the teams and understanding the business processes.



- Field trip

- Learning the queue

- Window shopping

- Store experience drill

- Point of sale strategies

- Brand & product knowledge awareness

- Footfall frequency

- Visual Merchandising

Perceive
Treating ourselves to some retail therapy

The ideation process was a lot of fun. For the B2B research, we interviewed auditors to understand the assessment process and looked at the metrics which governs the customer experience index score.



- Understanding assessment process

- Interviewing auditor for insights

For the B2C research, we started by ideating a game plan to understand the store operations by socializing with the teams and understanding the business processes.



- Field trip

- Learning the queue

- Window shopping

- Store experience drill

- Point of sale strategies

- Brand & product knowledge awareness

- Footfall frequency

- Visual Merchandising

Output

Our discovery phase helped us visualize the store experience and establish key performance indicators for us to do the assessments and to gamify it.
Adapt
Fitting into their shoes

Immersing ourselves in the shopping process as a potential buyer/auditor and from a store front, gave us a lot of insights into their major stakeholders/personas, their hand off points, motivation criteria, pain areas, demographic, age and daily routines.



We further created user personas and their user flows. This, together with the workflow gave a complete picture on the product scope and roadmap.



Output

We were able to identify the below mentioned user personas:

Adapt
Fitting into their shoes

Immersing ourselves in the shopping process as a potential buyer/auditor and from a store front, gave us a lot of insights into their major stakeholders/personas, their hand off points, motivation criteria, pain areas, demographic, age and daily routines.



We further created user personas and their user flows. This, together with the workflow gave a complete picture on the product scope and roadmap.



Output

We were able to identify the below mentioned user personas:

User personas

Store supervisor, buyer, auditor, analyst, admin and back office crew.
Integrating an assessment platform:

A strong business process integrated with a digital platform was put in place to enhance the store experience. We were able to bring auditor, analyst and store supervisor on a single interface, capture store assessments and showcase store performance metrics.
Designing a virtual mall exp.:

In order to address the B2C challenges, we designed a platform which meets and satisfies all the use cases. For instance, a user (store supervisor) can propagate the store inventory item on an omni-channel platform for the customer to consume and increase the point of sale.
Conceptualizing gamification model:

We were able to add a gamification model to this platform. We created loyalty points which the buyer will get when he or she enters a store/makes a purchase or shares the offer to their peers/friends. The model was created to increase footfalls for each store.
Design

Moving on to designing the application, it started first with us having an elaborate mood boarding sessions. We extensively follow the atomic design principle. we created individual components, finalized on the color, type and layout.
Web application uses a split design layout with 30 and 70 percent grid. The whole website uses vibrant colors to communicate the energy and also to complement it with the logo. The icons used stic in nature and are outlined with primary colors to further reinforce the style.
Evolve
Taking the customer along through the entire journey

We kept customer inclusive in the design strategy and ideation phase. We had constant engagements throughout the designing process to take feedback and iterate.


Evolve
Taking the customer along through the entire journey

We kept customer inclusive in the design strategy and ideation phase. We had constant engagements throughout the designing process to take feedback and iterate.

60 %

Inproved benefit on "soft savings" improving bottom line

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