Best Buy
Overview
Best Buy is more than just a retailer; they are the ultimate destination for the latest in technology and entertainment. The Best Buy shelves are stocked with top-notch products, from cutting-edge electronics to state-of-the-art appliances. Through the commitment to providing unparalleled customer service and expert advice, Best Buy strives to enrich the lives of users through the power of technology.
The Challenge
The value of experimentation and testing user data increases the confidence in the features and solutions our product teams plan to release. Currently, the rigid nature of the existing workflows and experimentation platform requires navigating through multiple systems and complex processes, which introduces unnecessary complexity, and makes running and experiment both laborious and prone to consistent points of failure. This in turn, hinders the product teams from conducting simple or lightweight experiments that focus on splitting and manipulating traffic flow. I was tasked to design a fast, scalable, and reliable suite of analytics tooling and systems that make it easier for Data Consumers and Data Producers to collect reliable first-party and third-party customer data analytics.
My Role
A Designer II in the Customer Office, working to improve the internal tooling experiences for employees. I worked within the Digital Technology Team to learn about potential needs and expectations for users across the platform. I led design initiatives within Internal Tools, helping teams embed external integration and manage the flow of data on the Best Buy website to meet security and data privacy standards. Additionally, I worked within the App Team to design and maintain customer facing experiences within the Best Buy App.
User Research and Journey Mapping
User Research and Journey Mapping are invaluable tools for understanding and improving customer experiences. Through both in-person and virtual processes, I was able to gain insights into their customers' needs, behaviors, and pain points. By employing methods such as interviews, surveys, and observations, I was able to deepen my research knowledge and capabilities and stretch myself beyond the day to day experience designer responsibilities.
By Journey Mapping, I was able to take these findings a step further by visually representing the entire customer experience, from initial touchpoints to the final interaction. This allowed my team to identify key moments of truth, areas for improvement, and opportunities to better meet customer needs.
Best Buy App Design Examples
The Best Buy App is a mobile application designed to enhance the shopping experience for users looking to purchase electronic devices, appliances, and other consumer electronics from Best Buy. My team and I were tasked to create a discovery page that allowed users the capability to interact with products in the form of social connection. In the context of pushing the digital marketplace, Best Buy is leveraging social media structures within the app to enhance the buying and feedback experiences. The app incorporates features that allow users to share their product purchases, reviews, and recommendations through other platforms directly from the app. This integration not only promotes a sense of community among users but also serves as a form of digital word-of-mouth marketing.