Inspiration Our team was inspired by an experience that I had when my fridge called it quits a few months ago. Familiar with Sears for most of my home appliances, I headed there on my quest for a new fridge. My old one had given me about 7 years and I was surprised by the selection and options that the sales associate showed me. I ended up having to go home, measure and really think about how I was using my fridge. I had to return a day later.
I thought there must be a way for me to come to the store ready to buy that day. The idea of an app that could walk me through the most important measurements and give me an idea of what would work to meet my needs would be a perfect launching point to starting a conversation with an associate.
Target Users Homeowners who are buying appliances for the first time and those that need a replacement.
Key Features To make the app compelling for Sears we had to make sure that it not only worked for the customer but also for the sales associate. We went to our local Sears store and talked with associates in the appliance department. We learned:
- More foot traffic! They can make the sale, they just need more people coming in.
- Forgot to take measurements. This is the number #1 reason customers leave the store without purchasing.
Our app addresses both of these pain points. We are most proud of the following:
- We have a workflow that guides the user through the measurement and requirement-gathering process. Adding photos is a great way for the conversation in-store to focus on meeting the needs of the customer.
- The customer enters the store confident that they are coming in with a concrete idea of what they want. The sales associate can look at the customer's summary page to understand their needs quickly and guide them to the right refrigerator.
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