Provisional Personas
We conducted a workshop to understand our clients' perception of their users, exploring how, when, and why they might use the service. These personas are provisional, reflecting the business's assumptions about the users rather than validated data.

Service Mapping Workshop
Over two days, we collaborated with our product owner and technical architect to conceptualize the user journeys of  customers, store associates and partners. We aligned this journey with business processes and technical systems to deliver the service. The outcomes of this workshop provided a foundation for shaping the app design.

Concept Design/Creative Direction
We developed various visual concepts to determine how the brand would translate into a mobile experience. We presented the rationale for each visual direction, guiding stakeholders to choose the one that best embodied the desired experience.

Design High Impact Workflows
Based on the selected visual direction we crafted preliminary UI patterns and created mock-ups representing key workflows. These were integrated into a mobile prototype for testing purposes.

Validate Concepts with Customers
Using our mobile prototype, we conducted 20 live evaluative studies using the RITE method. We made iterative adjustments every 5 tests to refine the design.

Hand-off
As our stakeholders were hiring to bring the design work in-house, we organized our files and handed them over. One designer remained to assist in onboarding new team members who would take over the project long-term.