L'Oréal
Digital Salon Finder
Omnichannel Retail Experience
COMPANY
L'Oréal
ROLE
Product & Experience Designer
Project Overview
Impact & Results:
The Challenge
Customers buying premium haircare from L’Oréal’s mall pop-ups wanted the full luxury experience, but:
Didn’t know which salons were certified
Couldn’t find reliable or nearby services
Had no easy way to book in their language of choice
Meanwhile, certified salon partners lacked visibility and the brand missed an opportunity to close the loop from retail to service.
Project Goals
Bridge the gap between in-store purchase and salon service.
Design a bilingual, touchscreen kiosk for public use.
Enable real-time salon booking or SMS/WhatsApp confirmations.
Support both tech-savvy and hesitant users.
Reinforce brand trust through seamless UX.
Research & Insights
Approach:
Observed users during pilot kiosk rollout
Collected feedback from store staff and salon owners
No formal surveys, but behavior and real-time quotes were logged
Key User Insights
User Archetypes
Journey Map
Friction Points Identified:
- Older users hesitant at map step
- Confusion over confirmation method
Design Opportunities Used:
- Onboarding screen, large buttons, help overlay
- Bilingual UI with auto-detection
- Option to send details to personal device
User Flow
Each Step adapts to the user's comfort level, whether they want to book directly or just send info for later.
Early Experience Sketches
To quickly visualize how users might move through the experience, I sketched the three main steps of the journey from kiosk discovery to booking confirmation. These early concepts helped align stakeholders before moving into detailed wireframes.
