IMPROVING IN-STORE EXPERIENCES
I performed UX research on many experience types at Academy from e-commerce sites to employee facing applications to in-store experiences. For the sake of this case study, I would like to share my project of performing research for the in-store experience.
We knew we wanted to better customer experience of Academy stores, and we had hundreds of ideas to incorporate;. The question was, which of those ideas are actually what our customers need and want? This research was the beginning of answering this question.
After some data analysis from company resources, it was brought to my attention that customers were most dissatisfied with first, the footwear department, and second apparel. For this two week sprint I chose to solve for the footwear problem first. This has been an issue much of the company was already aware of, but for different reasons and priorities it had not yet been addressed. The data I uncovered reinforced the need.
My research and recommendations influenced a new shoe department design that estimated an annual sale increase of $64k in one store alone. Once the design is incorporated into all stores, Academy will see around a total sales increase of over $14 million dollars.
Refer to the case study to view my full report, further details of the process and findings.
Refer to the slide show for a shorten version of my UX findings and recommendations.
Click on the picture to see it larger.