Samsung’s TV retail display, deployed in 1000s of stores nationwide, was showing its age. Customers weren’t understanding key product features, and retail staff spent too much time fixing equipment failures. We needed to increase the reliability of the technology and clarify the customer experience.
Relying on field research, rapid physical prototyping, and close collaboration with hardware and software engineers, we created a networked system of installations which could be monitored and administered remotely.
I also designed a companion dashboard that — in a company first — let the Samsung team observe and improve the experience in real time.
Samsung deployed the new system in Best Buy stores nationwide and saw significant performance gains in the first year:
- 2x increase in consumer understanding of product features.
- 96% average uptime nationwide.
