Kohl's eSign Report App
(January 2017 - April 2017)
Customer Experience Designer
The Signing Action Report is an associate-facing application on the Bluebird handheld device. The purpose of this application is to allow any associate the ability to fix or resolve eSign issues within the retail stores. Prior to the creation of this application, the task was mundane, timely and not all associates (especially seasonal!) understood it. Instructions on how to complete the task were not easily found and were also very vague.
For this project, I was paired with a dedicated customer experience researcher (Grace) from our California office. We kicked off preliminary research with store visits to observe the associates that deal with eSign exceptions and issues. With the guide of epics, we were able to ask specific questions surrounding the tasks.
We then regrouped and summarized our findings (a mix of hand-written notes, photos and videos).
From here, I created initial wireframes to share out with the stakeholders and product managers. After some minor revisions, I converted my wireframes into a prototype via Invision app. Test scripts were created by Grace and then we both went back to the stores for usability test sessions.
I recorded all my sessions using pivothead, a wearable recording device, so I did not have to get distracted by the task of note taking during the usability tests.
We went through three rounds of usability tests before finalizing the design. The wireframes were then passed on to our creative team and development team. During this time, I worked closely with our copywriter to finalize the content on the application.
Pictures of my visit to a store in Grafton, WI. I shadowed a store manager one morning, during her daily eSign exception task.
Initial wireframes used for reviews and prototype.
A snapshot of the spreadsheet that was referenced by our creative and development teams for accurate copy content. I started doing the same for all my projects moving forward in order to reduce the chances of inaccurate copy being developed into the final design. It's much easier to update a master spreadsheet than to update copy in the wireframes, when the interaction has already been approved/finalized. It also makes it a lot easier to collaborate with copywriters as they are able to edit a format that they can access (e.g. Google Spreadsheets).