Mobile Design for Customer Experience

Screen Shot 2014-08-16 at 4.20.31 PMPJ Dewy, owner of the retail ski shop Race Stock Sports in Waterbury VT has a problem—during some parts of the winter his shop is almost too busy.  (Nice problem to have!)  So in laying out the goals for his new website the question was all about how to manage communication with his loyal customer base and set expectations for optimal customer experience.

Because skiers come from all over the northeast (and beyond) for PJ’s boot fitting mastery we understood that we needed to help customers while they’re on the road.  So map, directions, and phone were all important. But since text (SMS) is best when the store gets busy, we set up a link that forces the user’s smart-phone to text instead of voice call.

Vermont winters can be severe and unpredictable so we created a “Store Window Sign” widget for time-sensitive announcements and placed it prominently on the desktop version, and at the top of the stack on the mobile version.  The Store Window Sign can be updated on-the-fly from PJ’s smartphone, and whenever it’s changed it automatically tweets out the update to @racestocksports followers.

APM also provided new photography to go with this new custom WordPress site.