How can a new employee and part-time worker with zero training effectively assist and sell to 3 times as many customers? I designed a tablet-based sales tool that allowed free-roaming across the shop floor, generating £19 million of revenue in a year. A significant challenge was to create a digital assistant for a colleague conducting a conversation with a customer that is not expecting to be having a conversation at all.
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The business had never fairly adjudged the colleagues as viable users of the product or tracked their needs in the shared user journey. The colleagues must field every request of the customer and yet they have widely varying work experience, expertise and methods of selling. In the execution of the customers' choices by proxy, they inherit pain points but find their own in the process.
It emerged that the highly experienced colleagues need very different tools to the part-time new starters. Distilling the colleague users into 3 personas, created new customers and strategically mapped them to cover the widest range of user journeys. I designed different features for different aspects of a journey.
The 'profiling' tool is a quiz-like user experience designed for brand new agents, guiding them in a more structured consultation.
Build mode was designed for the more experienced agents. Now 60% of users prefer to use this feature in order to support a free-form conversation.
Browse mode provides an overview of available services and is a core screen from which to pivot the conversation into other tools, used by your everyday agent.
