Kiokii Assistance and Map
Designing a digital map solution to help customers navigate through a bustling retail store.
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What problems does the store currently face?
I often work on the front lines by delivering positive experiences to customers. Due to the nature of my work, I've been able to conduct primary research on Kiokii's customers. While many end-users were happy with Kiokii And’s services and generally had positive views of the brand, 40% of users who were surveyed voiced that not all of their needs were being met by the company.
"It's difficult for customers to find what they need."
With thousands of products filling many shelves to the brim, many of Kiokii’s new visitors feel overwhelmed and have difficulty/are unable to navigate through the store.
"I'm on a time crunch and I need to pick up and go!"
There are customers who are in situations where they are unable to browse for long. They prefer to quickly pick up what they’re looking for and leave.
"Our store employees aren't able to handle multiple customers during peak shopping hours!!"
The main objective of Kiokii’s store associates is to help customers build skincare regimens by listening to their skin concerns and recommending products accordingly. Employees can become easily overwhelmed by the number of customers that they handle at once, especially during peak shopping hours.
Who are some of Kiokii And's customers?
Noobie Noras: Customers new to skincare who are visiting the store for the first time. They don't know where to start looking first and need require extta help.
Seasoned Sarahs: Customers who have more experience with skincare products and know exactly what they want, but don’t know where to start looking. They're looking for the newest and trendiest products.
Mother Marys: Mothers who visit with their strollers may not be able to fit through certain spaces when shopping in stores. Since their baby might not do well in public spaces, they may not wish to browse for long.
Quick Quincys: Customers who are in a rush and want to grab-and-go.
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Kiokii And is an Asian beauty company that brings skincare and beauty products from Korea, Japan, and China. Since being founded in 2022, the company hopes to become the leader of providing East Asian products in North America.
The company aspires to be North America's premier retailer of East Asian beauty products. Despite successfully launching more than eight stores across Canada, Kiokii faces the challenge of not all outlets reaching the envisioned operational goals and performance benchmarks.
At their very first location, I serve as a skincare advisor and customer experience lead. With my previous background being in product, I leverage UX design principles to boost store efficiency. My direct engagement with customers have provided valuable insights on the needs of our target market, allowing me to reflect on and refine strategies that enrich customer experience while also boosting the store’s revenue.
Our most frequent visitors were not having the best experience at our store.
Many of the store's visitors found difficulty in certain parts of their shopping experiences. While many were able to complete their purchases, almost 85% of customers reported feeling confused or having difficulty finding the products that they were looking for.
Utilizing sitemaps and information architectures helped structure the foundation of the design.
Many of the store's visitors found difficulty in certain parts of their shopping experiences. While many were able to complete their purchases, almost 85% of customers reported feeling confused or having difficulty finding the products that they were looking for.
