KPB-Case-study-cover

Creating intuitive shopping experience for lighting products & smart gadets

Client
5

Energexae LLC

Deliverables
5

Chatbot for website

5

App design

5

Design system

Role
5

Individual contributor

Platform
5

Web

5

Mobile app

Tools used
5

Figma

5

Figjam

5

Trello

Timeline
5

3 months

Overview

ENERGEX is a B2B startup helping commercial entities like hospitals, malls, auditorium, etc. with innovative and customized lighting solutions through sustainable, affordable and abundance of expertise in the domain.

Challenges

With Energexae having their increase in business and product line, offering better customer support all the time was becoming a dire need. Being a tech startup it was easy for them to have tech enabled solution and optimize their customer shopping experience. Below are the main challenges

Product discovery

Customers struggle to find the right products or have specific questions about product features, availability, or compatibility.

Manual sales

Providing support for customer queries outside regular business hours is challenging for human agents

Order Tracking and Updates

To provide better customer support post order booking

Design goals

Advanced search with filters

Suggestion with pre-populated questions

Easy order tracking

Business outcomes

Increased Customer Satisfaction

5% growth in Average Order Value

15% growth in lead generation

Design process

Due to the dynamic nature of the project and segmented target users, user centric Design Thinking approach worked quite well and was able to iterate on the ideas better by connecting with users and Field operations  team.

Research

Define

Design

Test

Research

The research was done to mainly understand Energexae competitors customer experience and how better I can help them stand apart and solve their problems. The research goal was to understand user search pattern and queries related to any other specific areas. 

Research insights

Customized lighting fittings

Due to posh home architecture customers prefer premium lighting products and customized designs

Delayed response time

Hard to reach support team and most time its unreachable

No order status

Customers are unable to learn the status of their order by when  their fittings to be completed or delivered.

Define

Based on the insights derived from User research,  it helped me define the core activities users needed for better experience mainly post purchasing by creating User stories and HMW (How Might We) questions.

Information architecture

Design

The entire project was supported by creating an extensive UI Kit with all necessary UI elements and UX documentation for developer support.

Colors

The color scheme used in this project was Monochromatic based on brand personality and to maintain clarity ensuring a strong contrast between text and background.

color palette

Typography

The typeface used was Poppins based on factors like brand attributes, readability, international appeal and easy integration in any web projects

KPB-typography

Visuals

KPB-homepage
KPB-homepage
KPB-homepage

Learnings

  • Learned to create chatbots and design principles
  • Got understanding of user group buying patterns

Other projects

Penny-works-cover
Redesign of pricing portal

UX Research

Optimizing workflow for pricing cargos allowing users to collaborate effectively on a single platform

KPB-case-study-cover
Khabar Priyo Bangali

UX Design

Improving customer engagement for increased conversions and brand awareness