Context
The live counter moment.
Beauty advisors guide customers through cross-brand product decisions in real time, with little room for hesitation.
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In collaboration with Kendo Brands
Experiential case study · Interaction design5 min read
Guided Product Discovery.
A workflow-integrated discovery experience that helps frontline advisors guide customers across product lines in real time — turning catalog complexity into confident, repeatable conversations on the floor.
Product EnablementInteractive GuidanceDecision-Support System
RetailCustomer Experience
Executive summary
For the skim · Cinematic walkthrough continues below
An interaction system designed to narrow the decision in the live customer moment.
- Challenge
- Cross-brand product catalogs overwhelmed the live counter moment. Advisors carried the cognitive load, customers hesitated, and the conversation lost its rhythm.
- Solution
- A conversational, guided discovery flow — paced choices, restrained visual hierarchy, and decision architecture that keeps the human dialogue in the foreground while the interface quietly narrows the field.
- Tools Used
- Articulate Storyline interactive prototype, cross-device interaction patterns, conversational logic design, and brand-aligned visual systems across the Kendo portfolio.
- Business Impact
- Customer enablement at the point of sale, advisor confidence in real time, reduced decision fatigue across brand catalogs, and an immersive onboarding logic that scales across counters without scripting the human out of the moment.
- Skills Demonstrated
- Interaction design, conversational UX, decision architecture, customer enablement strategy, multi-brand visual systems, and immersive prototyping.
Challenge
Decision fatigue, both sides.
Dense catalogs overwhelm the moment. The advisor needs clarity. The customer needs confidence.
Goal
Quiet, guided clarity.
Narrow the options. Make the decision feel small. Keep the human conversation in the foreground.
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 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.
