The warehouse chain recently rolled out “Ask Sam,” a voice responsive app that acts as a digital assistant when associates ask questions on their mobile device. This app is now available to all associates in the chain’s nearly 600 clubs nationwide. Associates can “Ask Sam” anything about the club – just like they would on their own phone.
Since its initial launch in March, associates have answered over 4.5M questions by using the app. Questions range from asking about work schedules, recipes for home meal solutions, and item location and availability. The more questions you “Ask Sam” the better its responses will get.
UI/UX Design Team Management
Leading a team of visual designers, I handled the delegation of design work along with the communication, expectation and presentation of design deliverables and timelines with the stakeholder and global, cross-functional team.
I conducted qualitative research at the initial stages of the project. I interviewed associates and managers to define pain points and create a roadmap for the team. I conducted usability testing with associates during the build phase of the project. Once the product launched, I used quantitative data from the chat history to develop a design strategy by using the questions being asked most often as a user-driven guide.
I managed the overall UX strategy and collaborated with key stakeholders to envision, define, document and evangelize research-driven user experiences for both Sam's Club associates and managers. I produced UX deliverables for the team and contributed to UI design work when needed.