Store Mode for Best Buy
June 2016
Overview
The Best Buy Technology Development Center in Seattle was established in 2015, with primary focus on omnichannel shopping using our mobile apps. Part of this initiative was for the app to include app features to enhance the in-store experience.
I was invited to join the effort in June 2016 to help give some fresh eyes to the project and help re-strategize the approach. Store mode was launched in fall 2016.
I was invited to join the effort in June 2016 to help give some fresh eyes to the project and help re-strategize the approach. Store mode was launched in fall 2016.
Discovery
I conducted competitive analysis and in-store observations and determined the most important in-store features were:
In store, keep customers engaged with the products in front of them. Use the app as a portal to connect customers to rich information not available on store displays.
- Price comparison
- Looking up product information
- Looking up reviews
- Finding locations and product availability in other stores
- Discovering special in-store deals
In store, keep customers engaged with the products in front of them. Use the app as a portal to connect customers to rich information not available on store displays.
My Recommendations: An Integrated App Experience
My point of view is that the app should by nature be hyper-personalized to the customer, and that being in store is a piece of personalization that should be reflected in the experience. Rather than carving out a separate place for store features to live, I recommended integrating store features into the core app experience.
Results
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