John Lewis- Customer Engagement

The challenge: Improving in-store retail experiences by connecting consumers along the path to purchase.

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The prototype was designed around UK retailer John Lewis. We designed a complete in-store experience linking digital and physical retail infrastructure. This was done using digital displays and mobile interfaces to create a unique shared experience between the brand and the customer, one journey across many devices.

Various user research methods ranging from observational studies to usability tests helped develop our three key personas. The John Lewis department store in Warwick (UK) was our main use-case used for the in-store scenario.

The designs show an interactive store that enhances user experience at every stage of the customer journey. The digital touch points were illustrated along with annotations on functionality and design. Wireframes and mock ups show the process between conceptualisation, development and the finished prototype. The final pitch was presented to leading mobile agency, Nimbletank (London) in partnership with Birmingham City University (West Midlands).


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