An immersive 10-day assessment of the employee experience at ABC Vitamins to identify and bring to life recommendations through a future-state experience.
App experience for the customer and Health Enthusiast
Goal
Assess the employee experience of an ABC Vitamins store to uncover opportunities to allow employees more time for customer interactions leading to improved sales.
Bring to life curated actionable recommendations through an impactful future-state experience that is intended to drive change within ABC Vitamins.
Convince ABC Vitamins to continue working with my consulting company, on executing this work or other work.
Context
ABC Vitamins is a retailer specializing in various health and wellness products, including vitamins, supplements, minerals, herbs, sports nutrition, diet, and energy products. It aims to provide a wide range of high-quality products to support the health and wellness goals of its customers. ABC Vitamins operates through both brick-and-mortar stores and an online platform, offering expert advice and a personalized shopping experience to help customers make informed choices about their health and nutrition needs. With a strong emphasis on customer service and education, ABC Vitamins positions itself as a go-to destination for those looking to improve their health and well-being.
Team
Illustration of the team and how they showed up for this work
Activities and outputs
The activities and outputs were executed over 10 days.
List of activities and outputs
Problem areas
Customer data is underutilized for personalizing shopping experiences.
Outdated and fragmented in-store technology significantly obstructs the realization of a true omni-channel experience.
ABC is threatened by online competition from traditional retailers like Walmart, and CVS and start-ups like Flo, Ritual, Persona, and Rootine.
User needs -> Opportunities
After uncovering goals, pain points, and user needs through the stakeholder immersion workshop and onsite observation, we ideated opportunities that addressed the user needs. We organized the opportunities into workstreams and by value and effort based on our expertise and through collaboration with key members of ABC vitamins.
User goals -> Pain points -> User needs -> Opportunities
Opportunity matrix - first draft
Future state experience
To envision the future state, we leveraged the opportunities to map out an enhanced user journey between customers and Health Enthusiasts.
User journey first-draft
Finalized journey between customers and Health Enthusiasts
Running low on one-a-day vitamin
Re-ordering the one-a-day vitamin
Take a quiz?
Personalized recommendations
Pick up BOPUS order
Learn more about recommendations
Browse and check out
Product impact
Outcomes
We presented our research and recommendations in April 2022. The roadmap and opportunities we presented were assessed by ABC Vitamins against their internal roadmap. New work was discussed between ABC Vitamins and my company, but ultimately no formal work followed due to budget restrictions.
