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Balls

Sports Team Uniform Customization

A Innovative Solution (mobile application + S/4 HANA UX) designed for a Japanese sports clothing company that streamlines the back-end process for designing and ordering custom uniform, simplifying order management and finance workflow.  

1. The Customer Challenge

Our customer, a sports clothing company is experiencing challenges in managing their sports uniform customization services, particularly in terms of the complex interactions and lengthy process that sports team managers have to go through to place an order. The process involves several steps, including visiting the store, examining examples of the sports uniforms, selecting the desired color, taking team members' size measurements, and submitting the order in person. Additionally, there are hurdles in the after-sales process, such as obtaining shipment information and facilitating effective communication between the sports team manager and the clothing company.

 

To address these challenges, Innovation Office has formed a team including sales, Industrial Consultant, a Design Thinking Principal, and an UX Designer.

My role:

 

As a UX Designer, I was responsible for the following:

1. Understand User Needs: Participating in the internal Design Thinking Session to understand customers’ needs, preferences, and pain points.

2. Define User Persona: Create detailed user personas based on research findings to represent both sports team manager and shop staff.

3. Journey Mapping: Map out the customer journey from initially contact, to customizing on the app, to sending out, and to post purchase, identifying key touchpoints and interactions with the customer experience system.

4. Creating Wireframe and Prototyping: Designing the interactive prototypes that translate the design strategy into tangible solutions

5. Collaboration and Stakeholder Management: Work closely with cross-functional teams, including sales, pre-sales, and stakeholders, to ensure alignment and effective implementation of the customer experience system.

Pre-Engagement Planning:

Week 1 Engagement kick off - internal design thinking session

Week 2 Discover, understanding customer challenge – analyzing existing workflows and user roles,

Week 3 Explore, deep dive – set up quick interview, visit store to confirm my hypothesis, build user journey map, playback to the team

Week 4 Design and Ideate – create scope solution blueprint, design wireframe and prototype

Week 5 Prepare for a presentation on Storyboard, handover the recommended solution design to the service team for development and implementation.

2. Discover: Understanding Customer Challenges

This project held a unique significance as we faced a short project timeline, preventing us from conducting a design thinking session directly with the customer. However, to gain a comprehensive understanding of the customer‘s challenges, we took the initiative to organize an internal design thinking session on Mural, where each team member immersed themselves in the customer’s perspective, defined the problem space and engaged in productive brainstorming sessions to generate innovative solutions.

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3. Explore: Deep Dive into Requirements and MVP

At the conclusion of our design thinking sessions, we successfully identified the key persona that would drive our design process. Building upon this foundation, I conducted a thorough analysis to gain deeper insights and sketched out detailed personas that captured the essence of their characteristics, needs, and goals.

Additionally, I crafted key user journeys for each persona, outlining the various touchpoints and interactions they would have with our solution. These user journeys were based on real-life stories and use cases shared by an internal member in the design thinking sessions. By immersing myself in these narratives, I was able to empathize with the users and understand their pain points, motivations, and desired outcomes.

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Through deep immersion in these narratives, I cultivated a profound empathy for the users, gaining insights into their pain points, motivations, and aspirations. This understanding paved the way for the creation of comprehensive user journeys and a conceptual omni-channel experience model, mapping out the diverse touchpoints and interactions. Leveraging the persona, journey map, and the omni-channel model, we pinpointed the most impactful features and functionalities, ensuring the delivery of great value to our users.

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4. Design high fidelity prototypes

With alignment on the user journey and proposed flow, I started creating high-fidelity wireframes. I focused on creating a visually appealing and cohesive user interface design adhering to SAP Fiori for IOS guidelines. By selecting color schemes and visual elements that resonated with our customer's branding, I placed the target audience at the focal point of the design process.

Tools used: Adobe XD, SAP Fiori for IOS stencils, Invision (to show touch experience with real haptic feedback in real iPhone)

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Our solution comprises 4 key components: 

1. Mobile Application for Team Manager and Team Members

This app enables sports team managers to customize orders, review sizes, submit payments, track order status, and provide customer feedback. Team members can also use the app to check recommended sizes and book appointments at nearby stores for fittings.

User can sign up for the application using their email and personalize their experience by selecting their favorite sports and desired services.

Users are empowered to personalize their uniforms by choosing their preferred color, material, line, sleeve, and more. The application provides real-time visual feedback, instantly reflecting the selected features on the model's shirt. Additionally, users can conveniently save their designs, share them with their team, or add them to the cart for seamless payment processing. In this example, the sports manager is selecting a red color uniform with black neck strips. 

Team members can enjoy a virtual fitting experience by uploading an image of themselves, as the application generates recommended sizes for their convenience. Moreover, they can utilize the app to conveniently book appointments at nearby stores.

Once all sizes are confirmed and payment is completed, users can easily access order details, track manufacturing progress, and stay informed about delivery dates through the application.

2. ERP Software Screens on S/4 HANA for Store Staff

The ERP solution empowers store staff with the ability to view order details, check supply chain information, monitor manufacturing progress, and track shipping status. This ensures efficient management of the sports uniform customization process.

3. Quzaltrics Survey for Customer Feedback  

I have developed a Qualtrics survey to collect valuable feedback from customers. This survey enables store management to swiftly assess overall customer satisfaction levels and identify areas for improvement, enhancing the customer experience.

4. SAP Storyboard Presentation for an Interactive Experience   

To showcase our innovative solution, we presented a SAP Storyboard. This interactive journey begins with outlining the business challenge, introducing personas, mapping customer journeys, and presenting our provided solutions. The Storyboard, accessible through a shared link, allows the customer to explore our journey together simply by scrolling from left to right.

Impact that I was able to bring to engagement:

1. Real-Time Processing and Supply Chain Visibility, By connecting the mobile application data with S/4 HANA and linking order management, inventory management, and financial information together, we have enabled real-time processing and enhanced supply chain visibility. The company can now efficiently manage orders, track inventory, and gain insights into financial aspects, leading to improved operational efficiency and informed decision-making.

 

2. Customization Experience, allowing the customer to use mobile application to select style, color, material, and see the 3D image of their customized jersey. This interactive and visually engaging feature provides customer with a clear understanding of their design choices and allows them to make informed decisions.

 

3. Analytical Insights, the App will track customer’s personal information (Name, address, email, height) along with customer’s interests and preferences, creating new possibilities for targeted marketing

 

4. Improved Efficiency, consolidating multiple actions into a single mobile application has significantly streamlined the interactions between sports team manager and store staff. Now the sports team manager and store staff can access uniform style, order information, shipping status, and customer review easily. This eliminates the need for multiple store visit, phone calls or emails, leading to time savings, enhanced efficiency, and smooth communication.

These advancements not only address the customer challenge, but also pave the way for a more seamless and customer-centric sports uniform customization process.

Result & Deliver

The solution we designed not only incorporated a traditional product function approach to sell ERP applications but also showcased a design research approach that demonstrated the customer's future vision. Initially, the customer expressed interest in signing a S/4 HANA deal with SAP. However, after witnessing our proposed solution and prototypes, they were astounded by the innovative capabilities of SAP. This led to a transformative decision as they decided to enter into a significantly larger deal with RISE with S/4 HANA Private Cloud.

Upon the completion of this project as, I facilitated the handover of design assets to Sales and members of the customer team for implementation. This process required clear communication and collaboration to ensure a seamless transition from design to development.

The project achieved tremendous success and gained appreciation from the customer team. I had the opportunity to present this success story at multiple internal events. Additionally, my performance in this project led to me receiving the esteemed APJ ICA Individual award in Q1 2021.

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