Creating intuitive shopping experience for lighting products & smart gadets
Client
Energexae LLC
Deliverables
Chatbot for website
App design
Design system
Role
Individual contributor
Platform
Web
Mobile app
Tools used
Figma
Figjam
Trello
Timeline
3 months
Overview
ENERGEX is a B2B startup helping commercial entities like hospitals, malls, auditorium, etc. with innovative and customized lighting solutions through sustainable, affordable and abundance of expertise in the domain.
Challenges
With Energexae having their increase in business and product line, offering better customer support all the time was becoming a dire need. Being a tech startup it was easy for them to have tech enabled solution and optimize their customer shopping experience. Below are the main challenges
Product discovery
Customers struggle to find the right products or have specific questions about product features, availability, or compatibility.
Manual sales
Providing support for customer queries outside regular business hours is challenging for human agents
Order Tracking and Updates
To provide better customer support post order booking
Design goals
Advanced search with filters
Suggestion with pre-populated questions
Easy order tracking
Business outcomes
Increased Customer Satisfaction
5% growth in Average Order Value
15% growth in lead generation
Visuals
Design process
Due to the dynamic nature of the project and segmented target users, user centric Design Thinking approach worked quite well and was able to iterate on the ideas better by connecting with users and Field operations team.
Research
Define
Design
Test
Research
The research was done to mainly understand Energexae competitors customer experience and how better I can help them stand apart and solve their problems. The research goal was to understand user search pattern and queries related to any other specific areas.
Research insights
Customized lighting fittings
Due to posh home architecture customers prefer premium lighting products and customized designs
Delayed response time
Hard to reach support team and most time its unreachable
No order status
Customers are unable to learn the status of their order by when their fittings to be completed or delivered.
Define
Based on the insights derived from User research, it helped me define the core activities users needed for better experience mainly post purchasing by creating User stories and HMW (How Might We) questions.
Information architecture
Design
The entire project was supported by creating an extensive UI Kit with all necessary UI elements and UX documentation for developer support.
Colors
The color scheme used in this project was Monochromatic based on brand personality and to maintain clarity ensuring a strong contrast between text and background.
Typography
The typeface used was Poppins based on factors like brand attributes, readability, international appeal and easy integration in any web projects
Visuals
Learnings
- Learned to create chatbots and design principles
- Got understanding of user group buying patterns