September 12, 2020
Year
2020
Client
Kering Group
Category
MOBILE APP
Product Duration
7 WEEKS
Business
Launched in 2018 as Luce, the app supported Kering advisors but had limited capabilities.
As customer buying behaviors shifted beyond in-store interactions, the app fell behind competitors, contributing to declining revenue.
User:Sales Advisors (SAs) lacked the tools to effectively engage customers, had limited visibility into customer data, and struggled to maintain meaningful client relationships after a purchase.
Our Goal
The objective is to transform the legacy Luce app into an intelligent, personalized CRM tool that empowers Kering’s SA worldwide.
Our Approach
Through UXR research with over 85+ sales advisors, we identified key pain points and redesigned the platform to support 2 key points: Clienteling & Selling.
I own the E2E product design from concept through final implementation for this project.
I designed and validated interfaces that enabled remote transactions, client data & outreach dashboard.
I worked cross-functionally with Product and Engineering to shape requirements and support delivery.
LUCE Places boosted clienteling with smarter tools.
+21.2% conversion rate on remote transactions
Smart Client Data enables Sales Advisors to remember client sizing preferences, making 45% of clients feel more recognized and valued.
Received 4.1/5 CSAT score from users for remote transactions experience
+15.2% increase in proactive client follow-ups
What's Next?
Virtual try-on, personal goals, achievements, video calls, social media linking
