Client: Cricket Wireless is a US based prepaid wireless carrier.
POS Design
System
CRICKET WIRELESS
NOV 24: Cricket commissioned BORN with redesigning the store POS system and providing an accompanying design kit.
Cricket had an out of date point-of-sale system and store layout. The US-based cell provider was relying on desktop terminals with stationary signature capture machines and all store sale traffic was funnelled to the back near inventory.
Cricket has since modernized. Now contractors carry tablets in store to help customers in more open, and engaging format. The Cricket Wireless digital experience needed a complete overhaul that paired well with this new approach and the newly redesigned back office software
The Challenge
The Process
The Work
Advocate Learning Curve
Changes to In-store Experience
Brand
Value
Customer Relations
Smart Personalization
We built upon the several phases of foundations and discovery work and five themes emerged:
Screens that Adapt to the Audience
Employee View
Customer View
These themes emerged in the work experience and usability of the POS system, but also informed our UI. Our approach to updating the system involved creating user-friendly, accessible tablet patterns that any customer could interact with, but kept the practicality of a EX platform. Some of my favourite innovations with this design system:
We developed a smaller sub-section of the design system to fulfill the needs of customers. Larger font sizes, no scrolling, bolder brand elements, and limited interactions per page were all techniques we employed in the design system to ensure customers could hold the tablet and interact seemlessly with the experience from moment one.
Own Your Line
Line Cards, accordions, and cart
Components that have different interactions yet contain the same content, have the same visual lockup atom informing the bulk of the design. Using the same visual lock-up to everywhere both primes the user to know what it means reducing cognitive load, and saves on development effort to treat the saem information differently.
Omni-channel Visual Priming
Device selection
Our research found that most customers view online before ever stepping foot into a local Cricket Wireless location. Those customers now have certain expectations not just for the prices and deals they expect to receive, but also how they need engage with the design language of Cricket itself.
By mirroring the most important aspects of the shopping experience while still modernizing the look-and-feel we met the customers expectations the moment they grab hold of the tablet and look for their new device or plan.
From there, we sorted all the technical aspects of the design system itself.
This involved:
• Collaborating with the existing teams to find common visual ground.
• Connecting with engineering to establish what existing design system package we could leverage as a base for our react web app.
• Building intricate variables frameworks that allowed us to set modes on any of our components to change products, lines, or prices.
Research
Deliverables
Design System
