AI Search
We began by gathering and structuring all product data, then vectorized it into a searchable database optimized for an LLM. This enables the system to understand queries in natural language rather than relying on exact keyword matches.
AI Search Functions
Once a query is entered, the AI surfaces relevant products along with contextual links to related content (e.g., full collections, care guides). Instead of just being a traditional search bar, it functions more like a conversational product expert.
Retailer/Sales Survey
Reaching out to the extensive list of retail clients asked simple questions to promote answers as easily as possible. Received back over 115+ responses of would like easier navigation, list of best sellers, admin access to content for their stores, and on-page PDP updates.
Competitors
Went through our top competitors in our “Value” category on how they were handling these issues, and began to piece together some similarities and how we can be address these issues without destroying the development budget/timeline.
Design Rationale
Introducing a more mega-menu so the great photo-shoot content we could leverage as much as possible instead of a simple list of things. This would also make navigating our large catalog of products easier for both B2B and D2C.
Design Rationale
Introducing a more mega-menu so the great photo-shoot content we could leverage as much as possible instead of a simple list of things. This would also make navigating our soon to be large catalog of products easier. As well as starting concepts of the modular furniture configurator. That is a huge hit among competitor sites and customers love to use it to piece together crazy set-ups.
Desktop Breakpoint
Tablet Breakpoint
Mobile Breakpoint
Chatbot
Was first hit with hesitation from stakeholders on this due to the fact that there was not enough workforce for customer service to handle this. After showcasing different options available for deployment, and how much it would cut down on customer service having to answer the same questions over and over again. A more FAQ based chat-bot was agreed upon to handle the questions but then could be elevated to live chat if needed.
Sticky Interactions
This was to handle to next opportunity for UX on the web-page, if we are trying to solve the issue of how to get B2B main model to work well in a D2C setting. Introduced a sticky button user-flow to allow non-retailer customers to find a local retailer and schedule/request information on the particular piece of furniture in the showroom closest to them. We then can interpret data from there to endpoint conversions if applicable.
Customers Survey
Reached out to retailers again (the beauty of having a very large retailer list) to ask customers what they would think of an app for Flexsteel, as well as asking themselves. We got back 22 responses from a large list of retailers from interactions with customers (not the best method but UX maturity is in question). They informed that use-case was there so design and conceptualization was agreed upon to move forward.
Competitors Apps
So there isn’t many that operate on a mobile app (maybe a reason) and big-box brand apps, along side smaller competitors web apps that allow for customer interaction. The biggest take away was easily move through products with one thumb, use large lifestyle images whenever possible, and easy to follow interface.
Wireframe
Concept Prototype
Customer Interactions
Customers can effortlessly browse, make purchases, and get tailored recommendations. Our push notifications? They’re like friendly nudges keeping users updated on orders and sweet deals. Main thing is ability to switch between all brands for browsing products.
Retailer Benefits
Retailers benefit from the app’s retailer locator, which helps customers find nearby retail outlets. Real-time inventory management and order tracking features enable retailers to manage stock levels efficiently and keep track of orders.
Sales Associates Use
Sales associates get instant access to product details, inventory, and customer info, even on the go. With CRM integration, they can update client info and manage leads easily. No internet? No problem—offline mode has them covered. Plus, route optimization helps plan their visits like a pro!
