Projects

A look at the current customer and employee experiences to find work as we look at planning the second half of the year.

Over the past year, Best Buy has been trying to move all of the separate employee tools/systems into one singular experience to make it easier for employees to do their jobs. As the designer for the chat employee experience, I was tasked with integrating the current features employees have into the new one-stop-shop platform. The figma prototype can be viewed here: https://www.figma.com/proto/prVxJyibyLOIbpCS05osFP/Chat?type=design&node-id=1-4795&t=CVvVsmeyEquSRawQ-0&scaling=scale-down&page-id=0%3A1&starting-point-node-id=1%3A4795&hide-ui=1

This project is currently in it's pilot period supporting 400 employees (both on and off shore) who take between 200,000 and 250,000 calls per week. View the prototype here: https://www.figma.com/proto/OmVUUaFaGMQrRMETvHZ26T/Voice?type=design&node-id=1-2399&t=HvpSR7XteikNLy6O-0&scaling=min-zoom&page-id=0%3A1&starting-point-node-id=1%3A2399&show-proto-sidebar=1

The business wanted an easy way to onboard and manage employees that were taking chats for Best Buy. The existing process had been extremely manual and involved the development team making changes. We moved the manual functions into an experience that managers could log into for updating/onboarding without waiting on our dev team. View the prototype here: https://www.figma.com/proto/6Hym4DaOgLvAq3ZULuULxc/Virtual-Store?type=design&node-id=1-20711&t=AhH0TVqvG1n3SLlC-0&scaling=min-zoom&page-id=1%3A19781&starting-point-node-id=1%3A23479

This was a comprehensive audit of the current customer facing experience, it covered all the ways customers could use bestbuy.com to connect to the virtual store and outlines key areas for improvement.

Virtual Store is an online shopping experience provided by Best Buy. Customers can shop from the comfort of their own homes while still experiencing store-like interactions and product demonstrations. View the prototype: https://www.figma.com/proto/6Hym4DaOgLvAq3ZULuULxc/Virtual-Store?type=design&node-id=1-16753&t=AhH0TVqvG1n3SLlC-0&scaling=scale-down&page-id=1%3A15537&starting-point-node-id=1%3A16753

Virtual Store is an online shopping experience provided by Best Buy. Customers can shop from the comfort of their own homes while still experiencing store-like interactions and product demonstrations. View the prototype: https://www.figma.com/proto/6Hym4DaOgLvAq3ZULuULxc/Virtual-Store?type=design&node-id=1-15279&t=AhH0TVqvG1n3SLlC-0&scaling=scale-down&page-id=1%3A3&starting-point-node-id=1%3A15279

Virtual Store is an online shopping experience provided by Best Buy. Customers can shop from the comfort of their own homes while still experiencing store-like interactions and product demonstrations. View the prototype: https://www.figma.com/proto/6Hym4DaOgLvAq3ZULuULxc/Virtual-Store?node-id=1-14153&starting-point-node-id=4%3A9966

CATS was just branching out into marketing when I joined. They had just created a new logo and were in need of a complete brand identity. This document is the result of workshops with various teams.