Mobile App Design

CHANEL Atelier Beauté

Mobile App Design

Role

Product Designer

Year

2021-2022

Industry

Fashion & Beauty

The project aimed to develop an app that enhances the Atelier Beauté digital experience and strengthens customer loyalty. Its main purpose was to streamline the customer journey, allowing users to easily book services and purchase beauty and fragrance products offered by the Atelier.

About CHANEL Atelier Beauté

A fragrance and beauty store located in New York and Austin where the customers can come in to try new products, attend in-store events, and swap ideas with CHANEL beauty experts.

Scope

An end-to-end product design process tailored to develop a customer-centric app that enhanced the Atelier digital experience by streamlining the registration, purchase, and services booking journeys.

Roadmap

Stage 1: Discovery

In collaboration with the CHANEL team, I was assigned as the sole product designer to develop the strategy and the new digital experience, working alongside the project manager and technical team.

We began by setting a clear direction through discovery research and workshops, interviewing stakeholders, collaboratively defining the project scope, and mapping the customer journey to fully understand who we were designing for and why.

Customer Journey

To gain a deeper understanding of the customer experience at CHANEL Atelier Beauté, a hands-on discovery with stakeholders and a step-by-step visual journey were created to clarify and inform the app's features and stakeholders' desires.

About CHANEL Atelier Beauté

A fragrance and beauty store located in New York and Austin where the customers can come in to try new products, attend in-store events, and swap ideas with CHANEL beauty experts.

Scope

An end-to-end product design process tailored to develop a customer-centric app that enhanced the Atelier digital experience by streamlining the registration, purchase, and services booking journeys.

Roadmap

Stage 1: Discovery

In collaboration with the CHANEL team, I was assigned as the sole product designer to develop the strategy and the new digital experience, working alongside the project manager and technical team.

Customer Journey

Framing the challenge

Strategic prompts that steered the project’s direction.

"How might we guide customers smoothly from discovery to purchase?"

"How might we create an experience that remembers customer preferences?"

"How might we simplify filtering to help users discover products easily?"

"How might we create a booking experience that feels personalized?"

Information Architecture

The information architecture was established and key features were documented, laying the foundation for the app's solutions.

Stage 2: Analyze

In-depth desk research was conducted to gather insights, user personas were developed, and workshops were held to gather feedback from stakeholders and users about the atelier's digital experience to date.

Information Architecture

The information architecture was established and key features were documented, laying the foundation for the app's solutions.

Stage 2: Analyze

"It’s not clear if I can visit the store without a booking, but it appears that I need to book a beauty service if I want one."

"Could be easier to find what I need to purchase with clear categories."

"Not clear for me what is inside the store and what the Atelier offers."

Comments of users from previous Atelier Beauté digital experience

Stage 3: Ideation

With wireframes in hand, initial user flows were designed, the first round of unmoderated user testing was set up, and micro interactions were refined, bringing concepts to life through tangible experiences.

Unmoderated user testing

Stage 3: Ideation

Unmoderated user testing

2

Unmoderated
usability tests

+10

UX improvements
recommendations

+30

Participants
CHANEL and users

+4

User flows
re-designed

Stage 4: Validation

Bringing the design to its full form, the interface was built and a second round of user testing was conducted on high-fidelity prototypes to validate the usability and the visual system.

The results were then presented to stakeholders to gather feedback and make any necessary adjustments.

Stage 5: Handoff

Although engineering was involved from the start, detailed documentation was created in Figma to ensure accuracy in the upcoming technical discovery steps for implementation.

Recognition

The CHANEL Atelier Beauté has been hailed as innovative in the trade press, and as a sought after experience by mainstream media.

Stage 5: Handoff

Although engineering was involved from the start, detailed documentation was created in Figma to ensure accuracy in the upcoming technical discovery steps for implementation.

Recognition

The CHANEL Atelier Beauté has been hailed as innovative in the trade press, and as a sought after experience by mainstream media.

Outcomes

The CHANEL Atelier Beauté App received a lot of positive feedback, who praised its improved usability and booking features.

The project was a significant learning opportunity, and it continues to grow and improve through user feedback. Besides that, there are still great results coming through the app and it continues to impact the Atelier revenue as a whole.

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CHANEL Atelier Beauté