Best Buy Corporation: In-Home Advisor App

BBY Retail UX

The Best Buy In-Home Advisors provide expert advice and services to customers via personal at-home consultation across the country. The recently launched service provides a Best Buy expert to suggest products and services for clients to accomplish their goals.

Best Buy Corporation IHA Service Design

Senior UX Designer

I was hired on to provide Product Design services and create initial MVP creative concepts and hi-res prototypes. Over several months, I worked with the internal Business Stakeholders and Development teams to settle on business requirements, understand technical contraints, and build annotated wireframes for the streamlined data capture process.

Working closely with Developers, Business Stakeholders and IHA's to interview and identify roadblocks and issues in the current process, our goal was to create a seamless and streamlined application that would be accessible to all IHA team members.

Case Study

While expanding their In-Home Advisor services for customers, Best Buy discovered a need for mobile applications to connect with the Microsoft CRM database while the IHAs were onsite. The Microsoft CRM mobile experience was cumbersome and disorganized, leading to a lack of adoption from the IHAs.

Previous research and interviews revealed that the IHAs typically made handwritten notes in paper notebooks during the customer interviews, and often didn't enter the notes into Microsoft CRM, resulting in lack of data continuity and retention.

Methodologies include

Tools

The Process

My project involvement included: brainstorming sessions, design guidance to Business Stakeholders and Development, functional prototypes, documentation and cross-team collaboration. My process included stakeholder interviews, workshop sessions, wireframes, prototypes and documentation.

Through this process I created the BBY DNA (Digital Notebook App), a mobile app which allows IHAs to quickly capture the most relevant home consult notes on their Android phones (including voice-to-text and images).

Content Audit

Workshops

Highlights Include

  • identifying requirements
  • comprehensive content audit
  • stakeholder interviews
  • IHA interviews
  • competitive analysis audit

 

  • workshops for business stakeholders
  • collaboration with development team
  • detailed wireframes / documentation / user flows
  • presentations to product owners
  • InVision Click-Through Prototypes
Best Buy Corporation IHA Service Design

Results

Early feedback from the IHA team was extremely positive, including requests for the app to be on their phones as soon as possible.

Project Links

Additional project links, wireframes and documentation.

Wireframes

Videos

 

Handoff