L'Oréal Professional / Kérastase
Product Discovery Reimagined:
A UX Approach to Education,
Engagement & Insight
COMPANY
L'Oréal
ROLE
Digital Product Designer
Project Overview
An interactive, in-salon table that empowers customers to explore premium haircare products, complete a personalized quiz, and receive tailored recommendations, while simultaneously feeding real-time insights to sales and marketing teams.
This initiative bridges product discovery, education, and engagement, transforming the in-salon experience from passive browsing into data-informed, personalized interaction.
Impacts & Results:
3× increase in time spent at the product table
78% quiz completion rate
65% of users reported concerns with dryness/frizz → informed marketing and product positioning
Improved stylist-customer conversations and brand perception
💬 “I loved seeing how the products actually work—it made choosing my routine so much easier.” — Salon Customer
💬 “The table helped me guide clients better and remember their concerns post-visit.” — Stylist
The Challenge
Premium salons offered high-quality products, but the in-salon experience lacked digital support:
Users felt overwhelmed, unsure which products suited their hair needs
Stylist recommendations were difficult to retain after the visit
Business lacked real-time insights into customer concerns, limiting marketing, training, and inventory decisions
Research & Insights
Methods & Approach:
Contextual Observation: Monitored 40+ users interacting with the table to identify engagement patterns, hesitation points, and adoption behavior
Stakeholder Interviews: 15 stylists and salon managers provided insights on workflow integration and business priorities
Behavioral Data Collection: Logged quiz responses, product picks, and dwell time to identify top concerns and preferences
Key Findings:
Average dwell time increased 3× with interactive table use
78% quiz completion, showing high engagement
65% of users flagged dryness/frizz, influencing marketing and education priorities
Physical factors such as table ergonomics, lighting, and placement significantly affected adoption
Stylist involvement enhanced credibility and follow-up engagement
User Persona
Journey Mapping
This journey map illustrates Elena’s end-to-end experience, highlighting key actions, emotions, and pain points. Integrating metrics like dwell time, quiz completion, and top hair concerns, it identifies opportunities to streamline discovery, reinforce trust, and increase engagement at every touchpoint.
Early Sketches
Visual Experience Assets
Product Interaction Demo
Users pick up a product and see an interactive demonstration
QR Code Survey Flow
Seamless transition to a hair quiz via QR scan
3D Visualization
Showed table ergonomics, lighting, and salon placement for stakeholder buy-in
Real Photos
Documented actual user behavior and validated design choices
The Outcomes
Results / Metrics:
↑ Engagement: 3× time spent at interactive table
↑ Data Insight: 78% quiz completion; dryness/frizz top concerns
↑ Product Education: Improved recall of recommended routines
↑ Strategic Alignment: Data informs marketing, inventory, and stylist guidance
User Quotes:
💬 “I loved how interactive and easy it was to explore products at my own pace!”
💬 “The quiz helped me understand what’s best for my hair—I’ll buy it next visit.”
Strategic Takeaways
This project demonstrates how thoughtful UX design can drive measurable business outcomes while delighting users:
Cross-Functional Impact: Connected product design with sales, marketing, and education, providing actionable insights that informed campaigns, training, and inventory strategy.
Business Growth: Engagement at the product table tripled, quiz completion reached 78%, and 65% of users’ top concerns were captured and acted upon, directly influencing marketing and product positioning.
Customer Experience: Combining touch-free exploration, interactive demos, and personalized recommendations turned a passive browsing experience into an educational, confidence-building journey.
Scalable UX Strategy: Established a repeatable model for interactive, data-driven product discovery in retail, reinforcing the brand’s commitment to innovation.
Key Learning:
Well-integrated physical-digital experiences, grounded in real user behavior and actionable insights, deliver both immediate engagement and long-term strategic value, positioning UX as a driver of business strategy.