Mastery of Lululemon's product knowledge by personalized and interactive onboarding process for sales associate
Mastery of Lululemon's product knowledge by personalized and interactive onboarding process for sales associate
Type of project:
Sponsored Informatics Capstone project by Lululemon Athletica
Type of project:
Sponsored Informatics Capstone project by Lululemon Athletica
Type of project:
Sponsored Informatics Capstone project by Lululemon Athletica
Role:
UX/UI Designer and Researcher
Role:
UX/UI Designer and Researcher
Role:
UX/UI Designer and Researcher
Team:
2 UI/UX Designer, 1 Data scientists, 1 Front-End/Back-End Developer, and 1 Project Manager
Team:
2 UI/UX Designer, 1 Data scientists, 1 Front-End/Back-End Developer, and 1 Project Manager
Team:
2 UI/UX Designer, 1 Data scientists, 1 Front-End/Back-End Developer, and 1 Project Manager
Date:
1/03/2024 – 5/17/2024
Date:
1/03/2024 – 5/17/2024
Date:
1/03/2024 – 5/17/2024
My end-of-year undergraduate project in Informatics was a sponsored capstone project for Lululemon Athletica. In our team of five, I served as a UI/UX Designer responsible for designing the mobile user interface, from low-fidelity to high-fidelity prototypes, managing quantitative research, and conducting user testing.
Lululemon AI Tutor is a mobile platform to improve onboarding and learning progress for Lululemon Educators. It aims to personalized learning through modules that breaks down specific product information and training materials, ensure educators can master vast range of product information.
How Might We Statement
How Might We Statement
How Might We Statement
How might lululemon Educators achieve increased retention of product knowledge so that they can provide more educated and personalized recommendations to guests?
How might lululemon Educators achieve increased retention of product knowledge so that they can provide more educated and personalized recommendations to guests?
How might lululemon Educators achieve increased retention of product knowledge so that they can provide more educated and personalized recommendations to guests?
Problem context
Problem context
Problem context
Enhancing Product Knowledge Retention for Lululemon Educators
Enhancing Product Knowledge Retention for Lululemon Educators
Enhancing Product Knowledge Retention for Lululemon Educators
With lululemon's rapid expansion, now encompassing over 665 stores globally, leading to a diverse and extensive of products, educators face the challenge of effectively absorbing and retaining detailed product knowledge. The traditional, varied training approaches struggle to meet the individual learning needs and preferences of each educator, which is crucial for delivering the personalized customer experiences that lululemon values.
With lululemon’s rapid expansion to over 665 stores globally, the diverse product range presents a challenge for educators in absorbing and retaining detailed product knowledge. Traditional training methods fail to address the individual learning needs of each educator, hindering their ability to provide the personalized customer experiences that lululemon prioritizes.
With lululemon's rapid expansion, now encompassing over 665 stores globally, leading to a diverse and extensive of products, educators face the challenge of effectively absorbing and retaining detailed product knowledge. The traditional, varied training approaches struggle to meet the individual learning needs and preferences of each educator, which is crucial for delivering the personalized customer experiences that lululemon values.
Wireframes
Lo-fidelity wireframes
Usability Testing
Feedback from usability testing
The Goal
The AI Tutor is designed for Lululemon associates, providing personalized learning modules that simplify complex product information. This solution goes beyond basic training by offering real-time support through an AI chatbot quiz, enabling associates to enhance their product knowledge by getting answers and guidance on specific queries, ensuring they can provide accurate recommendations to customers.
Continuing to Iterate to the Final Designs
After gaining valuable input from usability testing sessions, we made adjustments to better meet the wants and needs of our users.
At this stage, after brainstorming features based on user research, we envision an onboarding app that follows the Lululemon mobile app user interface.
We will need employee login pages and a home page for users to get started. This will be followed by a profile page, an AI-driven scenario quiz and results page, an AI chatbot page, and a lesson plan page.
At this stage, after brainstorming features based on user research, we envision an onboarding app that follows the Lululemon mobile app user interface.
We will need employee login pages and a home page for users to get started. This will be followed by a profile page, an AI-driven scenario quiz and results page, an AI chatbot page, and a lesson plan page.
At this stage, after brainstorming features based on user research, we envision an onboarding app that follows the Lululemon mobile app user interface.
We will need employee login pages and a home page for users to get started. This will be followed by a profile page, an AI-driven scenario quiz and results page, an AI chatbot page, and a lesson plan page.
Following the development of our initial prototype, we user tested it with three Lululemon Educators and one Lululemon project manager to showcase it and gather feedback on potential areas for improvement.
Following the development of our initial prototype, we user tested it with three Lululemon Educators and one Lululemon project manager to showcase it and gather feedback on potential areas for improvement.
Walmart: Ask Sam app
Quizlet: Q-Chat
Quizlet: Q-Chat
Microsoft AI-Powered Reading Tutor
Brainstorming
Brainstorming Problems and Solutions
What they like:
Landing page dashboard: Can view everything at once.
Simple user interface.
Style guide aligned with Lululemon’s branding.
Preference to view their learning progress.
A load of training materials leads to employees not remembering everything unless frequently used
A load of training materials leads to employees not remembering everything unless frequently used
A load of training materials leads to employees not remembering everything unless frequently used
The lack of personalized learning features makes training less engaging for employees
The lack of personalized learning features makes training less engaging for employees
A limited incorporation of Artificial Intelligence in the onboarding and training systems
A limited incorporation of Artificial Intelligence in the onboarding and training systems
The online training system is slow to provide quick answers to questions
The online training system is slow to provide quick answers to questions
Current training system
Current training system
What we are missing
Make the AI Chatbot clearly distinct from the AI Scenario Quiz.
Highlight each feature of the app.
Incorporate more pictures and videos on the modules page.
Emphasize community, as it is central to Lululemon's ethos.
Add more details to the modules progress page.
Ensure quiz results only suggest revisiting the current module, not all modules.
Include a product search page.
Determine reasons why educators answer incorrectly on the AI Scenario Quiz.
Our Learning Progress Page tracks your completed and incomplete modules and time spent.
Our Learning Progress Page helps by tracking your completed and incomplete modules and time spent on each, making it easier to stay on top of key content.
Our onboarding system
Our onboarding system
User Research
User Research
Understanding primary users and stakeholders
Understanding primary users and stakeholders
Understanding primary users and stakeholders
Michael Lee
Basic Info:
Newly Hired Lululemon Educator
21 years old college student at the University of British Columbia
Needs:
Wants a personalized learning that aligns with his strength
Retention of product knowledge
Engaging and relevant training material
Sydney Johnson
Basic Info:
Lululemon Store Manager
32 years old White American
Bachelor's in Communications
Needs:
Recognizes challenges in consistently delivering Lululemon's value due to frequent staff changes.
Recognizes Educators’ difficulties in retaining and accessing product knowledge.
Sees need for a training system to reinforce and improve Educators' knowledge.
Pre-landing pages
Educators from user testing mentioned that they are not familiar with the app and want to understand its features. I decided to create pre-landing pages to highlight each app feature before Educators enter the home page. I chose the swipe feature over a video preview because it caters to users who prefer a hands-on approach, allowing them to engage at their own pace and making it easier to digest information without the commitment of watching a full video.
Educators from user testing mentioned that they are not familiar with the app and want to understand its features. I decided to create pre-landing pages to highlight each app feature before Educators enter the home page. I chose the swipe feature over a video preview because it caters to users who prefer a hands-on approach, allowing them to engage at their own pace and making it easier to digest information without the commitment of watching a full video.
Introduced a Kudos system to strengthen the Lululemon community
Educators mentioned that Lululemon's work culture is very community-oriented, so I added a Kudos system page where educators can give kudos to each other after completing a module.
Educators mentioned that Lululemon's work culture is very community-oriented, so I added a Kudos system page where educators can give kudos to each other after completing a module.
Added more images and videos to each module page
Added a product search feature to the modules page
Added more content into the Learning progress page
Distinguishing AI Chatbot from AI Scenario Quiz
Educators wanted to study specific products more directly, so I added a search and filter feature on the module page to access specific product modules easily. I also categorized each clothing module by pants type to simplify the study of different clothing styles.
Educators wanted to study specific products more directly, so I added a search and filter feature on the module page to access specific product modules easily. I also categorized each clothing module by pants type to simplify the study of different clothing styles.
Educators found our learning progress page unclear because it displayed stats without titles. In response, I enhanced the page by adding titles for stats, including Kudos given and received, completion stats for each module, and a summary of overall progress, showing the number of modules completed and remaining.
Educators found our learning progress page unclear because it displayed stats without titles. In response, I enhanced the page by adding titles for stats, including Kudos given and received, completion stats for each module, and a summary of overall progress, showing the number of modules completed and remaining.
Educators noted that the module page was too text-heavy and suggested including more images and videos. Therefore, I added more pictures relevant to the module content and a video.
Educators noted that the module page was too text-heavy and suggested including more images and videos. Therefore, I added more pictures relevant to the module content and a video.
Educators confused the AI Chatbot with the AI Scenario Quiz, thinking they were identical. To clarify, I added a floating chatbot icon on most app pages, similar to commercial platforms. The AI Scenario Quiz, however, is only accessible after completing each module, as indicated at the bottom of Module 3.
Educators confused the AI Chatbot with the AI Scenario Quiz, thinking they were identical. To clarify, I added a floating chatbot icon on most app pages, similar to commercial platforms. The AI Scenario Quiz, however, is only accessible after completing each module, as indicated at the bottom of Module 3.
Section 1 primarily provides a brief description of the module
Section 2 will display supporting images and videos for that module
BEFORE
BEFORE
AFTER
AFTER
BEFORE
AFTER
Educators can use this search feature to look up specific educators and check their achievements.
Module quizzes are designed to enhance knowledge retention, with random checks implemented to reinforce conceptual understanding
Sign-up page
Sign-in page
Navigation bar
Home page
Profile page
User Progress page
AI Chatbot page
Modules page
AI Scenario Quiz
AI Scenario Quiz Result
Sign-up page
Sign-in page
Home page
Profile page
AI Chatbot page
Learning Progress page
Modules page
Specific Module page
AI Scenario Quiz page
AI Scenario Quiz Result page
Educators can give kudos to other educators by using these emojis to react
"What do you think of AI being incorporated in the onboarding process?"
"What do you think of AI being incorporated in the onboarding process?"
"What do you think about your current training process?"
"What do you think about your current training process?"
"I like the idea of AI chat bot to get instant answer on subjects"
"I like the idea of AI chat bot to get instant answer on subjects"
"I am willing to try an AI-based training program for better personalization"
"I am willing to try an AI-based training program for better personalization"
"Online training makes it difficult for me to ask questions and get a timely response"
"I want less training videos, more hands on experience, because training videos are hard to remember"
"I want less training videos, more hands on experience, because training videos are hard to remember"
"I don’t remember training material unless it is being used often"
"I want a more personalized lessons towards my training as it is more engaging"
"I want a more personalized lessons towards my training as it is more engaging"
"I found interactive modules engaging"
Market Research insights
Market Research insights
AI can enhance training systems by providing personalized and updated content and feedback
AI can enhance training systems by providing personalized and updated content and feedback
With lululemon's rapid expansion, now encompassing over 665 stores globally, leading to a diverse and extensive of products, educators face the challenge of effectively absorbing and retaining detailed product knowledge. The traditional, varied training approaches struggle to meet the individual learning needs and preferences of each educator, which is crucial for delivering the personalized customer experiences that lululemon values.
With lululemon's rapid expansion, now encompassing over 665 stores globally, leading to a diverse and extensive of products, educators face the challenge of effectively absorbing and retaining detailed product knowledge. The traditional, varied training approaches struggle to meet the individual learning needs and preferences of each educator, which is crucial for delivering the personalized customer experiences that lululemon values.
Helpful aspects of the training
Desired changes in the training process
We conducted a survey with 7 people to gain an understanding of their current customer service training experience, focusing on which aspects they find most helpful and what changes they hope to see in their training process. We also interviewed 6 individuals to better understand how the training information is utilizedin their work, their preferences for receiving feedback, and to gather insights on incorporating AI into the onboarding process, as we are developing an AI-powered chatbot.
Survey Conducted: We surveyed 7 individuals to understand their current customer service training experiences. Key areas of focus included:
We conducted a survey with 7 people to gain an understanding of their current customer service training experience, focusing on which aspects they find most helpful and what changes they hope to see in their training process. We also interviewed 6 individuals to better understand how the training information is utilizedin their work, their preferences for receiving feedback, and to gather insights on incorporating AI into the onboarding process, as we are developing an AI-powered chatbot.
Improvements into AI Scenario Quiz
BEFORE
AFTER
AI Q&A Chatbot is represented by a floating icon, which is visible on almost every page of the app.
AI Scenario Quiz is only accessible to educators after they have completed a module and is located within each module page
My end-of-year undergraduate project in Informatics was a sponsored capstone project for Lululemon Athletica. In our team of five, I served as a UI/UX Designer responsible for designing the mobile user interface, from low-fidelity to high-fidelity prototypes, managing quantitative research, and conducting user testing.
Lululemon AI Tutor is a mobile platform to improve onboarding and learning progress for Lululemon Educators. It aims to personalized learning through modules that breaks down specific product information and training materials, ensure educators can master vast range of product information.
Market Research insights
AI can enhance training systems by providing personalized and updated content and feedback
With lululemon's rapid expansion, now encompassing over 665 stores globally, leading to a diverse and extensive of products, educators face the challenge of effectively absorbing and retaining detailed product knowledge. The traditional, varied training approaches struggle to meet the individual learning needs and preferences of each educator, which is crucial for delivering the personalized customer experiences that lululemon values.
Interviews Conducted: We interviewed 6 individuals to gain deeper insights into:
How they utilize training information in their work
Their preferences for receiving feedback
Ideas for integrating AI into the onboarding process, specifically in the development of an AI-powered chatbot.
"Online training makes it difficult for me to ask questions and get a timely response"
"I don’t remember training material unless it is being used often"
"I don’t like training videos, they are boring. I found the interactive modules engaging and more effective for learning."
Microsoft AI-Powered Reading Tutor
Walmart: Ask Sam app
Quizlet: Q-Chat
Our Learning Progress Page helps by tracking your completed and incomplete modules and time spent on each, making it easier to stay on top of key content.
Our Lesson Plan Pagepersonalizes content based on each employee’s retention of each module, making learning more engaging and tailored to individual needs
Our AI Chatbot Page acts as a virtual assistant, answering questions about Lululemon products to enhance the onboarding experience.
Our AI Scenario Quiz and Results Page addresses this by reinforcing knowledge and prompting Educators to recommend products and explain their choices, making learning faster and more interactive.
BEFORE
AFTER
Educators were confused about the suggestion to revisit modules they had not yet started
Educators were unclear about what determines passing or failing the AI Scenario Quiz and wanted to know their mistakes. To address this, I included specific feedback on topics to revisit within that module. Based on feedback, the AI Scenario Quiz results now only recommend revisiting the current module, not others.
Educators were unclear about what determines passing or failing the AI Scenario Quiz and wanted to know their mistakes. To address this, I included specific feedback on topics to revisit within that module. Based on feedback, the AI Scenario Quiz results now only recommend revisiting the current module, not others.
Sign-up page
Sign-in page
Navigation bar
Home page
Profile page
User Progress page
AI Chatbot page
Modules page
AI Scenario Quiz
AI Scenario Quiz Result
The Goal
The AI Tutor is designed for Lululemon associates, providing personalized learning modules that simplify complex product information. This solution goes beyond basic training by offering real-time support through an AI chatbot quiz, enabling associates to enhance their product knowledge by getting answers and guidance on specific queries, ensuring they can provide accurate recommendations to customers.
Qualitative and Quantitative Interviews
Qualitative and Quantitative Interviews
We conducted a survey with 7 people to gain an understanding of their current customer service training experience, focusing on which aspects they find most helpful and what changes they hope to see in their training process. We also interviewed 6 individuals to better understand how the training information is utilizedin their work, their preferences for receiving feedback, and to gather insights on incorporating AI into the onboarding process, as we are developing an AI-powered chatbot.
Survey and Interview insights
Insights gained from user surveys and interviews helped define the scope and design of the AI Tutor:
Preference for Interactive Learning: Participants favor hands-on training over video content, indicating that they might find interactive modules more engaging and easier to remember
Desire for Instant Support: Many expressed enthusiasm for an AI chatbot, highlighting its potential for providing immediate answers to their questions
Need for Personalized Training: Users want training that adapts to their individual needs, making the learning experience more engaging
High Comfort with Technology: The majority of participants are comfortable using technology in their training, suggesting a readiness to adopt digital tools like the AI Tutor.
A load of training materials leads to employees not remembering everything unless frequently used
The lack of personalized learning features makes training less engaging for employees
A limited incorporation of Artificial Intelligence in the onboarding and training systems
The online training system is slow to provide quick answers to questions
Our Learning Progress Page helps by tracking your completed and incomplete modules and time spent on each, making it easier to stay on top of key content.
Our Lesson Plan Pagepersonalizes content based on each employee’s retention of each module, making learning more engaging and tailored to individual needs
Our AI Chatbot Page acts as a virtual assistant, answering questions about Lululemon products to enhance the onboarding experience.
Our AI Scenario Quiz and Results Page addresses this by reinforcing knowledge and prompting Educators to recommend products and explain their choices, making learning faster and more interactive.
After creating the low-fidelity wireframes for the AI Tutor app, we consulted our development team to determine feasible screens.
We chose to use AI for generating scenario questionspost-module to provide personalized learning experiences that adapt to users' progress and knowledge gaps, enhancing interactivity and effectiveness.
We combined the lesson plan and modules pages due to their repetitive content and opted for a bottom navigation bar, as side bars typically obscure content. We finalized 10 high-fidelity wireframes, which include:
Wireframes
Lo-fidelity wireframes
After creating the low-fidelity wireframes for the AI Tutor app, we consulted our development team to determine feasible screens.
We chose to use AI for generating scenario questionspost-module to provide personalized learning experiences that adapt to users' progress and knowledge gaps, enhancing interactivity and effectiveness.
We combined the lesson plan and modules pages due to their repetitive content and opted for a bottom navigation bar, as side bars typically obscure content. We finalized 10 high-fidelity wireframes, which include:
High-fidelity wireframes
I corrected it so that educators only need to revisit the module they were quizzed on
I updated the AI Scenario Quiz results to clearly indicate incorrect responses, guiding educators on areas to review.
I used a closed icon instead of a button to minimize space
View Protoypes
User feedback is crucial for user-centric design: It's important to gather feedback from the main users, in this case, the Educators who will actually use the product. Understanding what they like about the current features and designing additional features based on their feedback is essential for creating an effective and engaging app.
Working cohesively with the development and data science teams: Collaborating closely with these teams throughout the project is vital as they provide feedback on the feasibility of implementing features within our tight timeline and offer suggestions for adjustments to make the development process smoother.
Throughout this project, I have dedicated significant effort and gained valuable insights, notably by leading as the sole UI/UX designer. I was in charge of user testing and finalizing the prototypes based on feedback from users and team members.
View Protoypes
We conducted a survey with 7 people to gain an understanding of their current customer service training experience, focusing on which aspects they find most helpful and what changes they hope to see in their training process. We also interviewed 6 individuals to better understand how the training information is utilizedin their work, their preferences for receiving feedback, and to gather insights on incorporating AI into the onboarding process, as we are developing an AI-powered chatbot.
Quizlet: Q-Chat
Microsoft AI-Powered Reading Tutor
The Goal
The AI Tutor is designed for Lululemon associates, providing personalized learning modules that simplify complex product information. This solution goes beyond basic training by offering real-time support through an AI chatbot quiz, enabling associates to enhance their product knowledge by getting answers and guidance on specific queries, ensuring they can provide accurate recommendations to customers.
Survey and Interview insights
Insights gained from user surveys and interviews helped define the scope and design of the AI Tutor:
Preference for Interactive Learning: Participants favor hands-on training over video content, indicating that they might find interactive modules more engaging and easier to remember
Desire for Instant Support: Many expressed enthusiasm for an AI chatbot, highlighting its potential for providing immediate answers to their questions
Need for Personalized Training: Users want training that adapts to their individual needs, making the learning experience more engaging
High Comfort with Technology: The majority of participants are comfortable using technology in their training, suggesting a readiness to adopt digital tools like the AI Tutor.
Microsoft AI-Powered Reading Tutor
Wireframes
Lo-fidelity wireframes
Brainstorming
Current training system
Our onboarding system
A load of training materials leads to employees not remembering everything unless frequently used
The lack of personalized learning features makes training less engaging for employees
A limited incorporation of Artificial Intelligence in the onboarding and training systems
The online training system is slow to provide quick answers to questions
Our Learning Progress Page helps by tracking your completed and incomplete modules and time spent on each, making it easier to stay on top of key content.
Our Lesson Plan Pagepersonalizes content based on each employee’s retention of each module, making learning more engaging and tailored to individual needs
Our AI Chatbot Page acts as a virtual assistant, answering questions about Lululemon products to enhance the onboarding experience.
Our AI Scenario Quiz and Results Page addresses this by reinforcing knowledge and prompting Educators to recommend products and explain their choices, making learning faster and more interactive.
After creating the low-fidelity wireframes for the AI Tutor app, we consulted our development team to determine feasible screens.
We chose to use AI for generating scenario questionspost-module to provide personalized learning experiences that adapt to users' progress and knowledge gaps, enhancing interactivity and effectiveness.
We combined the lesson plan and modules pages due to their repetitive content and opted for a bottom navigation bar, as side bars typically obscure content. We finalized 10 high-fidelity wireframes, which include:
