Sport Clips app user research
As part of a multi-stage digital transformation initiative, in-market ethnography and contextual research focused on using digital touchpoints from end-to-end customer and stylist experience. Initially, the research team leads interviewed internal stakeholders to develop a research plan followed by a week of research with customers, store management and stylists across two national markets.
Note: Synthesis, conclusions, and recommendations from research are confidential.
methodology
qualitative, mixed-method
in-depth interviews
customer ride-alongs
usability narration
onsite observations
2 markets
6 stores
6 internal stakeholders
6 external stakeholders
8 stylists
8 customers
experience narration & ride-alongs
Participants were screened for recency of using either Sport Clips or a similar service within the last 6 months. Across 2 national markets, teams rode along with customers to interview them pre and post service, booking their appointment, traveling to the store, checking in, receiving service, and checking out.
synthesis of the in-store service experience
customer journey maps
