Clevis - Case study
Creating new value proposition that blurs the lines between the physical and digital store experience.
Clevis - Case study
Market research, User Personas, Wireframes & Hi-Fidelity mocks
The Task
- Build stronger relationship between existing customers & Clevis.
- Reach new audiences.
- Come up with a new value proposition that blurs the lines between the physical and digital store experience.
The Team
Our CX team consist of Project manager, UX researcher & me mainly on design. At times we take inputs & help out the staff from the physical store, in setting up & displaying the merchandise.
Phase 1 : Discovery
In this initial phase, we study our users. Omnichannel shoppers are more valuable than customers who only engage with your brand in one place. In fact, surveys show they spend an average of 4% more in physical stores and 10% more online compared to customers who only shop online or who only shop in-store. Plus, the more channels you engage your customers on, the better.
Creating User Personas
A customer or buyer persona is a generalized representation of your target customer. It usually includes information on your customers’ demographics, behaviors, motivations, and goals.
In order to achieve our value proposition, we needed at least 3 different types of user personas. One that’s shops online only, one that shops online & in physical store & one that’s shops only at a physical store.
Luckily, I had in my close proximity, 3 individuals who fulfills these different personas. I’ve changed the names, so that my wife (3rd persona) doesn’t know, I’m using her as a research object.