Blue Nile Customer Experience
Customer Experience
The Ask
Johnson Controls partnered with Smashing Ideas to advance their design processes to accelerate innovation for new product lines.
The Actualization
Value proposition definition and validation, product envisioning, and idea generation workshops kicked-off the 14-month engagement. From there, our strategy and design teams conducted diary studies, user interviews, contextual inquiries, and testing with participants in four different states.
This led to the creation of primary and secondary archetypes, an experience map, six insight reports, and comprehensive interaction models to inform product design and development.
Additionally, we led customer journey mapping and engagement loop mapping sessions, which resulted in high-fidelity prototypes after each three-week sprint. Final outcomes included Smashing Ideas’ design team working closely with corresponding Johnson Controls staff to create executable user-interface designs for new, innovative, connected products.
