Getting the perfect fit is a key part of Uniqlo’s customer experience, but behind the scenes, the alteration process has its challenges. Employees struggle with slow order tracking, miscommunication, and a cumbersome system that leads to delays and frustration. The Waitwhile system, meant to streamline alterations, lacks real-time notifications, forcing staff to rely on radios instead. Order tracking is also difficult, as the system only displays same-day completed orders, making it hard to find older requests. On top of that, manual data entry often leads to missing customer updates and misplaced receipts.
To fix these issues, we designed and tested a faster, more intuitive workflow that improves order tracking, communication, and retrieval across multiple devices. Our solution automates updates, enhances notifications, and simplifies data entry, allowing employees to complete alterations more efficiently.
After multiple iterations and user testing, our high-fidelity prototype delivers a seamless, reliable system for Uniqlo employees. With streamlined workflows and improved communication, staff can process orders faster, reducing wait times and ensuring a better experience for both employees and customers.