EcoATM Future State Journey
Senior UX Designer | Publicis Sapient
As part of the Customer Experience team at Publicis Sapient I was tasked with envisioning a new UX flow for the mobile phone reseller giant EcoATM. The client was rebranding and they wanted a large scale, omni-channel journey that connected the in-person ATM and digital app experience.
The goal was a journey that remedied old pain points and allowed EcoATM to remain competitive within the ever-expanding buy-back market.
Alongside an extensive discovery phase, I helped create a massive user-flow document that outlined the current-state journey and its various pitfalls. The team and I envisioned 3 different customer personas. Next, we crated 3 unique UX flows based on those personas.
These exercises were distilled into a presentation as well as several high-fidelity wireframes that illustrated our vision.
In the end, I helped deliver a detailed reimagining of their app that supported their omni-channel experience. The persona-focused approach tied into the client’s various marketing efforts and illustrated how a new app experience could court more users.•