• Club Monaco wants all customers to be treated with exceptional customer service and attended to at all times.

• They have been noticing that a lot of customers have been complaining about waiting around to get an associates attention to ask for a size that is not on the floor.

• They are looking into creating an in store app where they will be able to request an item without having to ask an associate directly.

ASSUMPTIONS

• Users: In store customers

• Customer wants to request for an item but no associate is available

• The size the customer wants is not on the floor

• Does not want to wait around for someone to help them

• Wants to try the item on before purchase

• Product will be used to create greater efficiency in customer service and eliminate waiting time on customers, better inventory management, know whats trending, try on vs actual purchase

• Customers will be able to request items directly from the app, an associate will bring out items

• App will have correct inventory amounts according to store

We believe that enabling customers to be able to request items from an app will create a better shopping experience. This will decrease the number of complaints and wait time for customers. We will have demonstrated this when we can measure a decrease of complaints by 30%.  

Melissa

Age 27

Young Professional