Methods: user-centered design, design sprint, user journey, benchmarking, prototyping, handoff

Tools: Figma, Google Sheets, Jira

Background

Check Commerce, a leading e-commerce agency in Latin America for Shopify solutions, identified the need for a platform to help e-commerce managers plan and control their customers' entire journey. The aim was to provide data and intelligence to help with decision-making, promoting a holistic and strategic vision.

Challenge

To create a digital solution that would meet the needs of multiple user profiles, such as managers, agents and end customers, while balancing business objectives and the best user experience.

Research and Development

To understand the demands of the project, we began with an extensive research phase:

• Mapping the user journey: we conducted interviews and mapped the interactions and challenges faced by managers, agents and customers. This approach helped identify critical points and opportunities for improvement.

• Benchmarking: we investigated the main tools on the market, analyzing functionalities, interaction flows and strategies that could inspire solutions.

• Business and user requirements: based on the findings of the previous phases, we consolidated the priority requirements, maintaining a balance between user demands and strategic business objectives.

With the foundations established, we moved on to the prototyping stage. We develop wireframes and high-fidelity prototypes, iterating based on feedback from stakeholders and tests with real users. During this phase, we work closely with the company's leadership to align expectations and validate solutions.

During the development of the platform, we dedicated a specific stage to creating a design system that would serve as a scalable basis for future product evolutions. We prioritized the creation of a library of reusable and standardized components, ensuring visual consistency and efficiency in the design and development process.

Delivery and Results

The project was delivered in agile sprints, which allowed for quick adjustments and continuous collaboration with the development team.

The new platform today optimizes the experience of more than 600 stores, with big names as clients, offering advanced tools for data analysis and decision-making, while simplifying customer service interaction and improving customer satisfaction.