Almond Digital Group Co., Ltd.
This is proposed solution to sustain customer loyalty by implementing additional touchpoints to encourage offline customers to engage in online activities and to manage customer data, as a result of this, it could result in an increase in online customer acquisition which is aimed to further establish the fundamental infrastructure for the digital transformation in the next phase. Eventually, to constitute a customer better experience is an ultimate goal.
Due to the existing system involving in offline activities, this solution is intentionally designed to be consistent with it and to form the fundamental infrastructure supporting the digital development. It is apparent that the system still requires the offline process of purchase and point collection in this phase; however, this process is expected to be completely developed into the digital user journey implementing along with the new marketing strategy shortly.
To enhance user experience, seamless process is mainly required. However, some process is yet to transform itself to be complete in the digital platform so that the next step is aimed to deliver the full integration of the system. As Point collection is only the task done manually, it could be developed by using QR code as a significant tool providing two benefits. Since its function is not only to lead customers to the system, but also to collect points at the same time they access the system. At this point, the system could additionally help reduce staff members tasks that they need to manually input customer’s points into the computer system.
To clarify how QR code works, each branch will be provided specific QR code as a unique key to identify where particular customer are from. This classified data could help marketers facilitate personalization. Moving on to the user identification, thanks to usual user behavior, users try to avoid giving their real ID card no. because some find it uncomfortable to share their official personal info. which perfectly could help the system identifies each one. As a result of this, the system is aimed to ask users as few questions as possible so that it only asks for the necessary info. which could be further used to generate a unique key for each user.
The diagram on the left presents the potential problems of users who use the different phone logging into LINE by using another account, so the system could not recognize that users as the same one. However, mobile phone no. and birthday are regarded as a key to request for identity verification. Users could succeed in accessing the system by only putting the right OTP pin which is provided by the previous activated number that users still have that mobile phone in hand to get the info. However, there is still a gap in user verification. The problem is this system could not be applied to the case that customers who are no longer use that mobile phone but they are once really used it before, as a result, the system can ask users for an email to allow them to have another option to verify themselves. This is the anticipated plan for the system development in the future relying on company policy on additional requirements of email from their customers. The reason why mobile phone no. could not be replaced with email in this phase is since Laneige has normally collected only customer birthday and mobile phone since the beginning, therefore to recognize their existing customers is the priority that needs to be taken into consideration in this phase. Concerning the second possible case (diagram on the right), it shows none of the problems as long as users use the same LINE account logging into the system. Even though users use different mobile phones, the system still recognizes them as the same users who already registered before, so users will be lead to see their info. straightaway.
Users access LINE OA Platform system at every first click on the button, the system will automatically process through seven stages based on user experience and personal security to bring each user to the final stage personally displaying the updated status and necessary information. Furthermore, the system also provides the core to action to lead users to the marketplace where users could buy products at their fingertips, resulting in more possibility of purchase at the end of their journey.
To clarify the registration flow, the logic diagram is worth mentioning as it shows the algorithm behind the entire process that users need to complete. At this point, there is an operating system tool called API which helps facilitate the flow of data transmission. Each API displayed in the diagram specifically functions in a particular stage in order to bring the lean and seamless experience to all users.
Lo-Fi User Interface proves to be a basic visualization of digital platform where users could experience all features. Users also be led to perform the main task representing in a form of core to action button. Therefore, this brings about the completion of all tasks from the beginning to the end.
The Hifi User Interface design is a following result of a Lofi User Interface. In the presentation, it shows the initial interface design including all features underneath the seasonal corporate theme.
It is apparent that all system requires effective backend to support the operating system. That’s why this system flow could present the connection between each section within the system and show how it coherently work together in terms of data flow and function support.