ACTIVITIES: RESEARCH, UI/UX DESIGN, PROTOTYPING, USER TESTING

Kors Concierge is a digital “black book” and style advisor. 

Michel Kors is a retailer known for bringing high fashion looks to the masses. Their retail footprint exploded in the mid 2010’s and through this explosion they began to notice that some retail assocaites were much more succesful than others. After doing some initial investigation what they found out was that the staff with the most success had a million dollar black book.  

How do we enable each sales associate to grow to a “million dollar” black book? 

We were tasked with desining and developing a wholistic CRM, training and lookbuilding platform that would enable each assocaite new or veteran to leverage the resources of Micheal Kors in every interaction they had with a client. 

We started by interviewing Kor’s SME’s, experienced assocaites and novice assocaites to get a better undersanding of their day to day needs and how a product like this might fit into their sales process. 

Building looks to share with customers. 

As key value proposition of the application was to allow sales associates to create on the fly looks for their customers as a way to A. Increase engagement B. Increase the sales ticket C. Drum up business when traffic is slow. 

Customer CRM / the black book. 

We worked with an existing platform to modify it’s user experience to make it simple and intitive to all kors assocaites. We itirated each sprint with user testing to validate out design decisions, followed by a large task based user test at the end of the design sprint to make sure that we triple validated out decisions. We then went on a countrywide traning and introduction tour using a fully fleshed out prototype to get more insights and introduce the application to regional associates.