Tok&Stok is the biggest furniture company in Brazil and in mid-2022 they asked us to visualize how they could rethink the whole user journey integrating the digital and physical space.
User research, user experience and visual design.
The whole experience is customized based on your personal taste, which means that each home feed has different content for every different person. To learn your preferences and bring relevant content since your first access, I designed a simple and direct onboarding flow where the user rapidly answers your preferences and starts to play with your tastes.
Buying furniture online could be really tricky. Working closely with the Research team and Product Managers, I identified that the furniture purchase journey is omnichannel and could start both online and offline. That's why being able to connect what you have seen online when you get to the store is a key moment in the user journey.
Once you are at the store, the app brings contextual features such as Call a Seller, Find My Wishlist Products, Store Map, and also Product Scan.
Beyond the customer experience, I also influenced the Tok&Stok seller experience, designing a cohesive experience that connects directly to the final customers and adds value to the whole ecosystem.
The seller app easily connects to the customer profile, sees the wishlist, and automatically brings significant product suggestions available at the store.
Real-time tracking keeps you updated about your delivery information, and once you receive it, it's when the experience is getting started. As a designer, I found a fascinating opportunity to improve the post-purchase experience, directing users toward product guides and how-to-use content that inspires them to investigate everything the new product is capable of. This was a bright way to keep customers engaging with the Tok&Stok brand even after the purchase.
In the first 60 days after the launch compared to the previous quarter.
In the first 60 days after the launch compared to the previous weeks.
In the first 30 days, up from 2.5 at App Store and 2.8 at Google Play.
