Prachi Bhagane

Diploma Project Enhancing Customer Service in Retail
Shashank Mehta

[24] INC.Pvt.Ltd

The objective of the project was to research and study customers within the retail vertical, understand their key journeys and digital touch points, and propose Omni channel solutions to serve their vertical specific needs. A user-centred design approach was used to understand the needs, wants, and limitations of the customer in order to create desirable, feasible and viable solutions. User journeys and scenarios were created based on the findings from the research. Usability audit matrix was decided and product usability audit was carried out in order to provide the recommendations. And finally, concept sketches with UX and UI interventions were used to communicate the ideas of the redesigned product experience.