In-store experience design
Turning an inconsistent sales consultation into a guided, repeatable in-store experience
that’s just one reason
to get in bed with us
The mattress that's
Changing it all
In this case study, we’ll look at the design process behind a new way to experience the Essentia mattress. We will focus on how we worked with the client to understand their needs, and how we used that knowledge to design the best possible experience for their customers.
The Essentia mattress is unique among competitors in that it uses natural materials to create a clean and healthy sleeping surface. It also has an innovative sleep system that comprises of several layers that work together to provide optimal support and comfort.
My Role
UI / UX Designer
Contribution
Product Design, UI/UX, Animations, Design System, Graphic Design.
The challenge
The sales process was working · but it wasn't scalable. A great consultation depended on a great salesperson. Essentia needed a tool that could replicate the expertise of their best reps across every store, without requiring every rep to be an expert.
The Kick-Off
We started by getting hands-on experience with one of their brick and mortar locations where we could observe firsthand how customers interacted with the sales team during consultations. This allowed us to understand what questions they asked and how they were answered by the salesperson, who was armed with a tablet running proprietary software for managing all aspects of this process.
After this initial research phase, we went back to our offices and began sketching out ideas for how these interactions could be translated into an interactive touch screen experience in store locations
Outcome
In the We designed a touch screen experience deployed across in-store TVs. The salesperson guides the customer through a short question set · sleep position, firmness preference, health considerations, and the system recommends the right mattress based on their answers. The goal: make every consultation consistent and confident, scalable across locations regardless of who was running it.
We created a touch screen experience that would be set up on several TV's within the store. The sales person would guide the client though a set of questions and the algorithm would spit out the mattress that was recommended to the client.