Sport Clips app user research
As part of a multi-stage digital transformation initiative, in-market ethnography and contextual research focused on using digital touchpoints from end-to-end customer and stylist experience. Initially, the research team leads interviewed internal stakeholders to develop a research plan followed by a week of research with customers, store management and stylists across two national markets.
Note: Synthesis, conclusions, and recommendations from research are confidential.
methodology
qualitative, mixed-method
in-depth interviews
customer ride-alongs
usability narration
onsite observations
2 markets
6 stores
6 internal stakeholders
6 external stakeholders
8 stylists
8 customers
experience narration & ride-alongs
Participants were screened for recency of using either Sport Clips or a similar service within the last 6 months. Across 2 national markets, teams rode along with customers to interview them pre and post service, booking their appointment, traveling to the store, checking in, receiving service, and checking out.
