This service redesign is centred around the pain points customers reported of consultants not being knowledgeable about products and various skin types.

The first wireframe shows an improved screen for booking a beauty consultation. I added the rating and review panel for consultants. This way clients are able to know a bit about the available consultants for comparison against what their needs are in order to make the best selections. The second wireframe shows the required login page for clients to complete their bookings. I added the continue as a guest button on the page to save time for those customers who do not have an account with Sephora or are too busy to go through the hassle of logging into their accounts.

Below are the profiles of some customers interviewed during the service design project.

Service Blueprint

This service redesign blueprint aims to enhance the customer experience by incorporating advanced technologies, personalized recommendations, and streamlined processes. The utilization of AR and virtual try-on technologies, integration of customer profiles, and personalized follow-up communications contribute to a more seamless and tailored beauty consultation service at Sephora.

Proposed Key Metrics:

• Net Promoter Score (NPS): Measures customer loyalty and the likelihood of recommending the redesigned consultation service.
• Conversion rate: The percentage of customers who make a purchase after the consultation.