September 12, 2020
Year
2021
Client
Kering Group
Category
MOBILE APP
Product Duration
8 WEEKS
Business
Originally launched as Luce, the app served as a digital clienteling tool for Kering Group advisors but was limited in functionality. To better support advisors, boost sales performance, and modernize the experience, LUCE Places was introduced as an enhanced platform now used daily by over 16,000 sales associates across brands like Gucci, Saint Laurent, and Balenciaga.
User:
Client advisors needed better tools to serve customers effectively. Research with 85 advisors revealed major challenges:
70% of consumers increasingly preferred remote transactions.
65% of advisors lacked access to the right data for personalized suggestions.
88% SA said that reaching new clients became harder post-pandemic.
Advisors wanted motivation and visibility through performance tracking.
These pain points highlighted the need for a smarter, more personalized CRM tool that could empower advisors and support modern luxury retail sales.
The goal was to evolve the legacy Luce platform into a smarter, more personalized CRM tool that empowered Kering Group’s 16,000+ client advisors worldwide. The redesign needed to support modern sales behaviors, enable remote clienteling, and provide data-driven insights to strengthen customer relationships and drive higher sales performance.
Our Approach
Through interviews and research with 85 advisors, we identified key pain points and redesigned the platform to support Clienteling, Selling and Coaching. The result was a streamlined, modern tool tailored to advisors’ workflows and sales goals.
In this project, my role as the Product Designer was to synthesize research insights from 85 advisors and frame them into clear design problems. I defined the user needs around Clienteling, Selling & Coaching framework. From there, I designed the workflows and interfaces that addressed these challenges, producing low- to high-fidelity prototypes and validating them through usability testing to ensure they effectively empowered advisors in modern luxury retail sales
LUCE Places boosted clienteling with smarter tools.
2022-2023 Impact:
+15% sales, +17% client satisfaction, +10% outreach
+20% Advisors praised updated profiles & coaching tips for a better self learning experience
What's Next?
Virtual try-on, personal goals, achievements, video calls, social media linking
