2017 – 2018
Samsung TV maintains a retail footprint in every Best Buy in the country. The interactive experience was showing its age – downtime was increasing, and sales staff were reporting customers didn't understand key product features. They needed a way to clarify the user experience and increase the reliability of the technology.
To start, we needed to put ourselves in the shoes of Best Buy shoppers and employees.
After observing the real thing in the field, I led the team in a series of role-playing exercises to understand the spatial and interaction needs of salespeople and customers on the floor. We learned that flatter interactions were better – getting to some information fast was more important than getting to all the information.
Throughout the project I relied on rapid physical prototyping and close collaboration with hardware and software engineers. We built and iterated on a full-scale replica of the installation at the office in order to go from paper sketch to physical experience in no time flat.
Creating a fully networked platform meant it could be monitored and administered remotely. I designed a dashboard that for the first time ever let the Samsung team learn from and improve the experience in real time.
After rolling out nationwide, our system maintained a 98% average uptime rate, and consumer surveys indicated a 200% increase in understanding of key product features year over year.
- Shank Raval 👉 Creative Director
- Liz Watts 👉 Producer
- Kai Tier 👉 Dev Lead
- Jodha Kandola 👉 QA Lead
- James Dick 👉 Video Lea