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Guest Services Console Product Design
Following Hello's expansion into the shopping mall gift card market, it became crucial to equip onsite staff with effective sales and customer support tools. In collaboration with the Head of Product, I strategized and designed the UX/UI for a guest services console, enabling staff to efficiently manage and sell gift cards, while providing comprehensive customer assistance.
01.
The Problem
With the onboarding of its first key commercial real estate client, Hello prioritized delivering an exceptional user experience for both staff and customers. To streamline gift card operations, we wanted to create a centralized, intuitive interface that can be deployed throughout a network of shopping destinations.
The objective was to equip staff with a comprehensive tool for efficient gift card sales, management, administrative tasks, and customer support.
Understanding the Problem Space
→ The 5 Ws
02.
The Core Functionalities
The Guest Services Console supported two core functionalities: gift card sales and customer support. During the purchase process, customers could select either a physical card or a printed voucher. While physical cards are typically preferred by individual consumers, the voucher option provided added flexibility, particularly for corporate clients purchasing in bulk.
Storyboard - Help customer buy a Hello gift card
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Help customer buy a Hello gift voucher (no activation)
03.
Minimum Viable Product
While refining our user stories, the client's requirements expanded. We strategically prioritized core functionalities to release a working MVP before proceeding with further development.
Launch and Client Feedback
The Guest Services Console was successfully launched in August 2024. Following the launch, we received overwhelmingly positive client feedback regarding the platform's usability and simplicity. With the core functionalities validated, we proceeded with iterative development over the following months to incorporate additional features based on the client's evolving requirements.
Final design - a sample of some core and added functionalities
Final Thoughts
This ongoing project has provided invaluable experience in adaptability. The ability to rapidly adjust and pivot in response to evolving client needs proved crucial in securing their business. While the project's execution deviated from a traditional UX process, it accurately reflects the dynamic and often ambiguous nature of the current market.
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