Shoes Buying Experience Design

Customer

A UK based e-commerce giant in footwear business

Business Needs

• Opportunity loss and high cost of overhead due to 70% returns from shoes buyers
• Poor customer experience and high number of negative reviews around shoes size

How we Addressed the Business Needs?

We created altogether a new experience of shoes buying by providing a solution which captures foot image, detects size, and recommends the exact fit.

Customer Stakeholders – Category Business Head, Category Manager, Digital Architect, Customer Feedback Analyst

Alvarium Stakeholders –  Retail Domain Expert, User Experience Architect, Technical Architect

Our Design-Led Thinking Approach

• Assessed the buyer journey, sales process and reverse supply chain process by interviewing category business head and category manager
• Gathered and mined the insights from user feedbacks
• Presented multiple solutions on the basis of our innovations and market dynamics
• Brainstormed and gathered divergent ideas through ideation process involving all stakeholders
• Prioritized sensor and camera-enabled solution basis its novelty and business objectivity

Key Solution Highlights

• Multi-platform mobile app with a feature to capture foot image and auto-detection of reference object to capture foot image
• Detection of foot size in mm, cm and inch based on the foot image captured
• Mapping of user foot size with retail shopping options
• Listing of the products from different brands with respect to the captured foot size by the user

Business Benefits

• 80% reduction in cost incurred from reverse supply chain management
• 30% higher order fulfillment rate with the same amount of inventory
• 20% increase in sales due to 70% reduction in negative reviews