Google Store
Improving Core Transactions
The Google Store flagship retail stores are an expression of the Google brand and its commitment to ‘extreme helpfulness’.
The current stores specialize in selling Google hardware products including Pixel phones and , Google watches, Google Nest and smart home devices. I worked on a small team the designed core experiences for the store. Here are a few of those projects.
Assisting sales associates with finding and configuring products
Problem
Store Associates are required to find items and request them from the back-of-house. This process often takes too long and does not offer much flexibility if the customer changes their mind.
Strategy
Allow Store Associates to configure a product with the customer and view/compare multiple options.
Insights
SAs need up-to-date stock information and incidents of misinformation quickly erode trust
SAs voiced interest in popular products being featured given that the majority of their sales are for these products
SAs reacted very positively to the configuration and did not experience confusion when using it
SAs told us that having the trade-in information up-front would be hugely valuable and would eliminate the need, in some cases, to cancel the transaction
SAs wanted pricing to be as clear as possible and to break down totals after trade-in and with and without financing
SAs need clear and consistent communication on whether the product had been requested from BoH.
