OPTUS INSTORE DIGITAL TICKETING APP

OPTUS INSTORE TICKETING APP

An application designed to enhance the retail customer experience and boost conversion rates. Optus Instore Digital Ticketing streamlines the paperless store experience by seamlessly presenting devices, accessories, and plans within a single application. 
Better. Faster. Smarter.

TECHNOLOGY TO IMPROVE RETAIL C/X AND DRIVE CONVERSION. Optus Instore Digital Ticketing - enabling the paperless store with devices, accessories and plans seamlessly displayed on one application. Better. Faster. Smarter.

SUMMARY

Being the only designer on the project, I collaborated closely with the product owner, developers, and creative director to define the feature set. I was responsible for crafting the UX and Visual design. Currently, the app is undergoing testing at Optus' flagship store in Sydney.

SUMMARY

As the sole designer, I worked with the product owner, developers and creative director to scope out the features and delivered UX and Visual design for Optus digital ticketing app. It is currently being tested in Optus flagship store in Sydney.

THE CHALLENGE

Optus approached us with a request to develop a digital ticketing companion app for their paperless stores. The objective was to support in-store staff in enhancing sales and to provide customers with a tool that offers information about current products, promotions, and mobile plans. My task was to conceptualize and design the user experience and interface for this product.

The project scope also entailed investigating ways to showcase Optus' entertainment offerings and additional product benefits, with the goal of encouraging plan upgrades. Additionally, in-store staff needed access to a settings dashboard to facilitate necessary adjustments. The UI design needed to be adaptable to two different screen sizes: iPod touch and iPad mini, and the project had a tight timeframe for delivery.

THE CHALLENGE

Optus requested to implement a digital ticketing companion app in their stores to assist in-store staff with sales. In addition, they wanted to offer a feature so their customers could learn about current offers and mobile plans to suit their needs. I was asked to design the user experience and interface for the product. The scope also included exploring options to highlight Optus’ entertainment offering and additional product benefits with the aim to up-sell plans. In-store staff should also be able to access a setting dashboard to make any necessary changes. The UI covered two screen sizes: iPod touch and iPad mini and was required in a short time frame. 

In situ iPod touch

In situ iPod touch & iPod mini

In situ iPod mini

PROJECT GOALS

PROJECT GOALS

1.
Create a companion app for users to browse current offers, plans and features

2.
Use technology to improve retail Customer Experience 

1.
Create a companion app for users to browse current offers and plan features

2.
Use technology to complement the in-store experience

3.
Implement a helpful tool to assist in-store staff with sales and conversions

4.
Create a new solution for paperless stores to be sustainable

3.
Implement a helpful tool to assist in-store staff with sales and conversions

4.
Enabling the paperless store with devices

While there're many different frameworks to aid you through the design process eg. Design Thinking, I adopted Lean UX on this project to be able to test the product asap and gather learnings from it. It's about having an intentional process in order to get new, relevant solutions that create a positive impact. 

While there're many different frameworks to aid you through the design process eg. Design Thinking, I adopted Lean UX on this project to be able to test the product asap and gather learnings from it. It's about having an intentional process in order to get new, relevant solutions that create a positive impact. 

I set up an interactive prototype using InVision to help aid the communication with the client and also provide usability insights from user testing sessions. These sessions were set up to gather insight into how users completed tasks while thinking aloud.

I set up a clickable prototype using InVision to help aid the communication with the client and also provide usability insights from user testing sessions. These sessions were set up online to gather insight on how users completed a set of tasks while thinking aloud.

Despite the close collaboration between design and development, there could have been more honest conversations early on, when defining the scope. Our ambition blinded us early, which resulted in inadequate time for usability testing, iterations and feedback.

Despite the close collaboration between design and build, there could have been more honest conversations had early on when defining the scope. Our ambition blinded us early, which resulted in inadequate time for prototype testing and build feedback.