The Context
LVMH Group wants to cut the energy consumption of its brands’ stores. This requires to first measure energy consumption accurately. The group started to collect data manually but found it fiddly. The LVMH Environment team ask LVMH Digital team to create a simple and more efficient approach for collecting stores’ data consumption but also to raise awareness on environment issues.
I was the main UX Designer on the project. We had 2 internal Back-end Developers and a third-party agency developing the Front-end and making the UI based on my wireframes and user journeys. Time and budget were very limited. The project ran from March to August 2019.
Initial Exploratory Research
To shape the new product I need to:
Understand the user context of the survey (where, when and how users would respond)
Understand the pains, gains and jobs for users
Identify the optimal channel(s)
Understand the handover process
Understand the appeal of a gamified questionnaire
Understand the potential to ‘influence’ through this channel
Slide presented to the client.
Based on the aim of the research (and budget and time), I conducted the below research:
Stakeholder Interviews: to understand the handover process
User Interviews (remote): to understand the rest. 15 end-users (5 Facility Managers, 5 Architects, 5 store planners) from different brands in different regions
Insights
The research revealed:
A complex network of stakeholders’ interaction
Diversity of channels between regions. A Web-based survey seems more suitable
Survey is extra work for an already busy user
Store planners have limited knowledge on energy consumption of their stores but they know who to contact to get the information
A minority of users are skeptical about climate change
Detail of the process after workshop with client.
The Macro Journey
Based on the insights I created the macro journey and presented it to the client.
User flow workshop
Workshop with main stakeholders to define the user journey
Details of the whiteboard during a workshop session.
Detailed User Flow
A majority of my time on this project was spent creating detailed user flows, work with Dev team on technical limitations and have regular checks with stakeholders on the progress.
A detail of the store owner flow.
Design Inspiration Board
To help third party agency create the UI of the interface I put together an inspiration board.
Task Card Exercise
As we couldn’t speak to the end user to test the survey flow, I asked 20 employees of LVMH Head office to perform the end user tasks to see how intuitive the interface was. Although not ideal, it helped see obvious flaws and make sure it was intuitive and simple to use.
