SK-II
Super powered assistant
Empower the beauty counsellors with supportive and motivating
Beauty Counsellors should feel motivated, equipped, supported, and confident to efficiently achieve their day-to-day tasks while giving their best to the consumers in the store. Saving time and effort on their daily tasks to focus on counselling sessions with their consumers would increase their trust, leading to more sales.
Challenge
Leveraging three research segments and interviews in two pilot markets, China and Japan. The research was performed against Young Executives, Beauty Counsellors and store managers across eight outlets for two weeks. The key research focus is to uncover the correlation between all segments, footfalls in the store, task-to-do and pain points across the journeys.
Insight
We empathised with the Beauty Counsellors as the product’s users. Instead of building the sales assistant to empower the BCs to be efficient, we pitched and built a more motivating and supportive app. We made sure to celebrate their achievements. As a result, it is loved by the clients and has been adopted 100% across China and Japan while looking to launch it to the rest of the world.
Solution
Our Expertise
Connect the human view, lifestyle pattern and operation journeys with the SK-II’s product and store experience
The big idea: The product must be functional to make BCs’ lives more accessible, and BCs can rate the content they see in the Learning Library to help them advance each day
Digital Product Experience
Simplified roles and tasks for each user types
Outcome
Positive Motivation
to empower the beauty counsellor
100K
Monthly average impressions
60%
of the beauty counsellors’ tasks are automated by the sales assistant app