Case study
HP
We rephrased the problem statement to a question. How do we build a tool that motivates sales staff to learn more about the products they're selling, find the right product fit for the customer and adhere to difficult questions by knowledgeable customers?
3 Unique User Flows for 3 Unique User Profiles
This flow was designed for the User that walks into a store with only a budget, I put together a simple chatbot which engages a three-way chat between the HP Assistant, The Customer and The Chatbot.
At the end of the flow, the chatbot delivers the optimal HP combo for the customer within his allocated budget, upselling high-margin HP peripherals as package deals and helping the customer find the ideal product for their needs.This user flow also educates the sales staff on the existing product combos, packages, offers, use cases and budgets.
To service clients who walk into the store with an intent to purchase or with a predetermined problem, I created a live chat with HP Experts working out of the head office. The user interacts with the experts sitting out of the HP Headquarters in Melbourne and service complicated questions that knowledgeable customers ask, which otherwise in-store sales staff wouldn’t be able to answer.
If an HP expert was unavailable the query is published on the feed which is closed for HP Employees, anyone who posts the most relevant answer gets awarded points which could then be redeemed for HP products.
To service clients who walk into the store with an intent to purchase or with a predetermined problem, I created a live chat with HP Experts working out of the head office. The user interacts with the experts sitting out of the HP Headquarters in Melbourne and service complicated questions that knowledgeable customers ask, which otherwise instore sales staff wouldn’t be able to answer.
If an HP expert was unavailable the query is published on the feed which is closed for HP Employees, anyone who posts the most relevant answer gets awarded points which could then be redeemed for HP products.
Out of the few experiments I ran with the HP instore staff, I discovered that gamification was the best way for User Engagement. I built a point-based system to earn HP Store Credit by solving daily quizzes about HP Products. This helps the HP Assistants learn more about their products.
To keep them engaged I implemented a simple leaderboard system and also insisted on incentivizing them with store credit with the intent to keep retention high and create a sense of competition between the staff.
The leaderboard and point system also had another intent, to push sales. For every sale made by a salesperson, points relative to the products sold are added up to their points pool.
UX Design: Shivram Mahendran
UI Design: Aditi Nilangekar
