A day in a customer’s life at the Mall.Story -It’s very difficult to get off the bed in the morning especially when it’s t...
equipments I am using are not proper and the mall authority is saying to continue with thesame equipments. I understood he...
Solutions (Systems which can be implemented):1. Parking2. Billing
3. Shopping (if a person wants to get to a particular store)>Signage  • SIGNAGE COMES PRETTY MUCH IN HANDY IN A PLACE LIKE...
>Informational charts• MALL DIRECTORY ALSO HELPS GET PEOPLE TO THE RIGHT STORES IN A JIFFY• SUCH DIRECTORIES COME IN HANDY...
A day in a customer's life at the mall
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A day in a customer's life at the mall

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UX story in which i have put myself in the shoe of a customer at the mall.

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A day in a customer's life at the mall

  1. 1. A day in a customer’s life at the Mall.Story -It’s very difficult to get off the bed in the morning especially when it’s the rainy season, But Ihave to get off any how and get ready for the office. While getting ready, my wife shouts forbuying new crockery today and it’s not the first day, I am listening to her shouting. As I work inthe commodity market, my schedule is always hectic. Luckily I completed my work early today, so I thought of fulfillingmy wife’s need, so that there will be no more shouting in the morning regarding getting newcrockery.I moved to a mall nearby. As soon as I entered the parking zone I was confused where to parkmy vehicle. There was no guidance for it; any how I parked my vehicle at an empty place. Ididn’t know whether it was meant for bike or car. I entered the mall and before fulfilling my wife’s need, I thought I’ll fulfill my need first as Iwas damn hungry. But I didn’t know where the food court is and there was no signage or chartto help me out, so I asked one fellow and he directed me. I went to the food court and scoffedsome food, unfortunately cleaning process was also going on which made my eating a littleunpleasant.Again I faced the problem of figuring out where the crockery store is, so I asked the person atthe billing counter, it took time as billing counter was over crowded. The person said it’s on theground floor so with the help of an escalator I came on the ground floor and the store wastotally in opposite direction, so I had to walk through the whole pathway to get into the store.Any how I entered the crockery store and had a look at the items I need to buy. I took a cartand filled it with the items I need and got it billed. While I was walking in the alleyways, with poly bags containing crockery I purchased, I slippedon the floor and my crockery items were in pieces, reason wet floor. I angrily went to themanager’s office and shouted on the top of my voice on him, as my costly items got destroyedand I won’t get any refund. The manager called the house keeping staff which was on duty thattime and fired her in front of me and said sorry. I again went to that store and bought another set of crockery. While I wasmoving out of the mall, I saw that lady sitting in the corner and crying. I went to her and askedwhy don’t you people work properly, she replied, sir I do, but what’s my fault when the
  2. 2. equipments I am using are not proper and the mall authority is saying to continue with thesame equipments. I understood her problem and took her to the manager and requested himto forgive her. And I moved out with a new set of crockery paying double the amount.Scenarios: As soon as I entered the parking zone I was confused where to park my vehicle. There was no guidance for it; any how I parked my vehicle at an empty place. I didn’t know whether it was meant for bike or car. I entered the mall and before fulfilling my wife’s need, I thought I’ll fulfill my need first as I was damn hungry. But I didn’t know where the food court is and there was no signage or chart to help me out, so I asked one fellow and he directed me. Again I faced the problem of figuring out where the crockery store is, so I asked the person at the billing counter. Again I faced the problem of figuring out where the crockery store is, so I asked the person at the billing counter, it took time as billing counter was over crowded. The person said it’s on the ground floor so with the help of an escalator I came on the ground floor and the store was totally in opposite direction, so I had to walk through the whole pathway to get into the store.
  3. 3. Solutions (Systems which can be implemented):1. Parking2. Billing
  4. 4. 3. Shopping (if a person wants to get to a particular store)>Signage • SIGNAGE COMES PRETTY MUCH IN HANDY IN A PLACE LIKE MALL WHEN PLACED APPROPRIATELY • A SIGNAGE CAN DIRECT YOU TO THE KEY ZONES OF THE MALL OR TO THE BASIC NECESSITIES>Digital kiosks• DIGITAL OPTIONS LIKE KIOSKS CAN ALSO BE BROUGHT IN USE.• KIOSKS CAN PROVIDE MORE DETAILED DATA AND CAN EASILY BE ACCESSED.
  5. 5. >Informational charts• MALL DIRECTORY ALSO HELPS GET PEOPLE TO THE RIGHT STORES IN A JIFFY• SUCH DIRECTORIES COME IN HANDY WHEN TECHNOLOGY IS A NO GO.

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