Rakuten Kobo's Walmart eBooks, renowned for their e-books loved by avid readers, realized the pressing need to elevate their kiosk and overall customer experience. Feedback from customers who felt overwhelmed by the original kiosk layout underscored the necessity for a common FAQ interactive component to guide them on their journey. This realization coincided with the introduction of a fresh branding and user-experience overhaul for the brand.
During the redesign process, I collaborated closely with the UX team to devise a user-friendly journey that would assist customers from their initial inquiries all the way to making a purchase. Our approach was centered on simplifying interactions, culminating in an experience that not only educated but also supported consumers in their product selection. Of particular note, we introduced a "Learn More" interactive board on the backsplash, designed to address common questions through video responses activated with a simple button press.
This comprehensive user-journey redesign encompasses updated package designs, a smoother transition from information to product offerings, and revitalized signage, effectively aligning the brand's identity. Our primary objective was to streamline the purchasing process, guiding consumers effortlessly from the beginning to the end, all within the convenience of a 'one-stop' shopping experience.
Company: Rakuten Kobo
Client: Walmart
Creative Direction: George Querubin
Production Design: George Querubin
Project Type: Creative direction, production design, user-experience
Client: Walmart
Creative Direction: George Querubin
Production Design: George Querubin
Project Type: Creative direction, production design, user-experience
Here are the final versions of the 8-foot shelf unit. Initially, we had 3D mockups and the "in-situ" representations as the final assets. However, before production we made a last minute decision to utilize and maximize the real estate below the ereaders more effectively, adding an informative banner to guiding the user-decision. (As seen on vector image to far left).
Original Designs
These are the initial kiosks showcased in Walmarts across the United States. It's clear to see why consumers might feel overwhelmed when trying to select the right eBook or gather more information about the product. The customer journey and overall flow was a bit much.
Here are some additional pieces for a closer reference, products, an additional 4ft shelving, and the backsplash.
