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Nike Retail Support Solutions (RSS)

UX+UI / VISUAL DESIGN

Empowering Retail Excellence through Technology

“At Nike, we believe in the power of sport to move the world forward. Our Retail Support Solutions team is dedicated to ensuring that our athletes* and coaches have the best tools at their disposal, so they can focus on what they do best.” Our mission is to enhance productivity and reliability in our stores, enabling a seamless experience for all.

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Design Process

DESIGN PROCESS

Understanding the Application and Users
 

Our primary focus was on automating repetitive tasks and providing support teams with intuitive tools. We began by analyzing how users interact with our applications, focusing on the critical aspects of retail technology. This involved a comprehensive study of our existing systems and understanding the specific needs of our end-users – the retail support teams and store staff.
 

Navigating System Transitions
 

We were tasked with migrating to a less robust but more cost-effective system in certain areas. The challenge was to create a solution that made users feel this change was an improvement rather than a downgrade. By leveraging our design and user experience expertise, we ensured that the transition was seamless and that the new system provided enhanced usability and efficiency.
 

Enhancing User Engagement and Efficiency
 

Our ongoing commitment to user-centric design drives us to continuously refine and elevate the tools we provide. By actively incorporating user feedback and embracing innovative design practices, we develop solutions that not only meet current needs but also anticipate future challenges. This process is aimed at maximizing user engagement, efficiency, and overall satisfaction, ensuring that our tools remain at the forefront of retail technology.

RSS Design Process

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1. Research and Kickoff

  • Conduct kickoff calls with stakeholders, users, and RSS team members.

  • Perform desk research and user/stakeholder interviews to gather initial insights.

Image by Scott Graham

4. User Testing Round 1

  • Conduct user testing sessions with a small group (3-5 participants).

  • Use a user testing script to guide sessions and gather structured feedback.

  • Have participants complete a SUS (System Usability Scale) survey.

  • Collect and organize data in a User Feedback Matrix.

Image by AbsolutVision

2. Define and Ideate

  • Create a Design Requirements Matrix to map out key requirements.

  • Develop user flows and engage in loose sketching to guide the design process.

UX

5. Design Iteration

  • Update the design based on feedback from user testing sessions.

  • Ensure changes align with user needs and technical feasibility.

Image by Kelly Sikkema

3. Initial Design

  • For new features, start with low-fidelity wireframes to outline basic structures.

  • For enhancements or similar features, proceed directly to high-fidelity designs, potentially as interactive prototypes.

Image by charlesdeluvio

6. Design Review

  • Present the updated design to relevant stakeholders and technical advisors.

  • Gather comprehensive feedback and technical input for further refinement.

Image by Drew Patrick Miller

7. Final Design Adjustments

  • Make any additional adjustments based on the design review.

  • Ensure the design is polished and ready for finalization.

Image by Romain Dancre

8. Handoff and Documentation

  • Prepare the final design, accurately labeled and annotated, in the Handoff File.

  • Update the Style Guide to reflect new feature elements, ensuring consistency across the product.

Image by Kaleidico

9. Collaboration and Support

  • Work closely with the development team during the implementation phase.

  • Provide ongoing support and clarification as needed to ensure accurate development of the design.

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DATE

September 2023 – Present

ROLE

AGENCY

RESPONSABILITIES

Lead UX/UI Designer

Apex Systems

  • Designing and implementing UI/UX solutions for new retail operations and support tools using SCRUM and DevOps methodology.

  • Leading automation collaboration ideas and contributing design solutions.

  • Collecting, analyzing, and reporting data on tool usage and issue trends to inform design improvements.

  • Creating and managing design roadmaps and strategies for automation efforts and productivity savings.

  • Coordinating and maintaining the design aspects of the Retail Knowledge Base and Athlete guides.

  • Coordinating and delivering training materials and sessions for all related tools and design deliverables.

  • Conducting usability testing and lab testing for owned tools and sites.

  • Observing and summarizing pilot programs to assess design effectiveness and implementation.

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