Context
The customer is right there.
Beauty advisors guide people across sister brands under the same umbrella in real time. There isn't much room to pause, look something up, or guess.
Back to All systems
In collaboration with Major Cosmetic Company
Experiential case study · Interaction design5 min read
Guided Product Discovery.
A customer says, “I'm looking for a red lipstick.” You have a dozen sister brands under one umbrella behind you. A guided experience that turns a color preference into a confident cross-brand recommendation — and keeps the human conversation in the foreground.
Product EnablementInteractive GuidanceDecision-Support System
RetailCross-sellCustomer Experience
Executive summary
Skim first · Walkthrough below
An interaction designed to make the next decision feel small — right when the customer is standing there.
- Challenge
- Too many sister brands under one umbrella, each with its own color stories and finishes, and one customer in front of you. The advisor was carrying all of it in their head, the customer felt the hesitation, and the conversation lost its rhythm.
- Solution
- A guided flow that starts with color preference — red, pink, neutral, etc. — and surfaces a few good options across sister brands within the same parent company. Quiet visual hierarchy keeps the human conversation in the foreground while the interface narrows the field underneath.
- Tools Used
- An Articulate Storyline prototype, cross-device interaction patterns, conversational logic, and visual systems that hold up across the sister brands in the portfolio.
- Business Impact
- Advisors felt confident in the moment. Customers made decisions without feeling sold to. Decision fatigue dropped across the floor — and none of it required scripting the human out of the conversation.
- Skills Demonstrated
- Interaction design, conversational UX, decision architecture, customer enablement, sister-brand visual systems, and prototyping that holds up under live use.
Challenge
Decision fatigue on both sides.
Dense catalogs flood the moment. The advisor needs clarity. The customer needs to feel sure.
Goal
Make the next decision feel small.
Start with color. Narrow the options across sister brands. Keep the human conversation in the foreground. Let the interface do the quiet work.
Atmosphere · The counter moment
A quiet, decisive object — held under warm light, considered before it's chosen.
03Experience principles
Where design, decision support, and real-time usability meet.
Guided interaction
Choices unfold in a paced, intentional sequence.
Visual hierarchy
Attention lands on the decision, never the noise.
Restrained usability
Quiet typography and motion frame the moment as advisory.
Human-centered
Built for the advisor guiding and the customer being guided.
Organizational outcomes
What guided discovery produces.
A practice architecture for product confidence — earned through exploration, not lectured.
Confidence
Frontline product confidence built through guided discovery instead of memorization.
Autonomy
Learners navigate complexity on their own terms, at their own pace.
Retention
Concepts hold because the learner constructed the path to them.
Workflow
Discovery patterns map cleanly into real customer conversations.
Scale
A repeatable model for new product lines and refresh cycles.
Empathy
Designers and product teams see how the work lands in the field.
The thread
Guiding the live color decision so the human conversation stays in the foreground — and the catalog quietly steps back.
Next
One more system worth seeing
Adjacent systems
Adjacent systems
Connected work across the practice.
