CLIENTELING iOS APPLICATION

We developed a clienteling application, Concierge with MadMobile, for beauty advisors to foster one-on-one relationships with customers. This tool is integral to several brands, providing a personalized and elevated customer experience. In the latest iteration of Concierge we set out to make the app more effective at driving sales by simplifying the beauty advisors’ workflow and strengthening relationships between customers and beauty advisors.

I implemented a product recommendation engine within customer profiles that analyzes past purchases to highlight the 10 items with the highest likelihood of conversion. The feature improves the shopping journey and supports beauty advisors in offering tailored guidance.

Clienteling consumers spent significantly more than non-clienteling peers, with average spend per transaction 73% higher. Their baskets were also larger, with units per transaction up 56%. Shoppers engaged in clienteling purchased 2.5x more frequently.

 

COMPANY

ESTÉE LAUDER COMPANIES

PLATFORM

iOS

IN COLLABORATION WITH

ENGINEERING

RETAIL OPERATION

MY ROLE

PRODUCT DESIGN

UX RESEARCH

Customer Profile

Customer Profile

Customer Profile: Product Recommendations Tab

Customer Profile: Product Recommendations Tab

Product Recommendations

Product Recommendations

RESEARCH & PROCESS

Creating this tool required a blend of technical design and behavioral insight. I collaborated closely with beauty advisors, observing their in-store interactions to understand their workflow and needs. Partnering with engineers and brand stakeholders, I ensured the tool was both functional and intuitive, strengthening the human connection central to the customer experience.

Product Recommendation key features:

  • A dedicated Product Recommendations Page accessible within the customer profile.

  • A ranked list of 1-10 product suggestions, displayed with the product name, price, and image.

  • A streamlined UI that allows beauty advisors to quickly reference and recommend products during interactions.

This enhancement empowers beauty advisors to provide tailored recommendations, improving both efficiency and the quality of customer engagement.