The Problem:

The volume of new and existing products on store shelves created a challenging atmosphere for associates to maintain expert level knowledge of products and answer customer’s questions.

Research:

To understand the problem, our team started by shadowing employees to learn how the store associates gain knowledge of the products.

The Solution:

The team designed an educational game that employees could play against other associates to earn badges and top their friend’s scores

Beginning with low-fidelity prototypes, our team was able to test and validate quickly in the store with live associates, and we quickly increased the fidelity, testing and validating along the way.