While a majority of customers find inspiration in Best Buy stores, far fewer feel the same about our digital platforms, largely due to the complexity of technology and the impersonal nature of online shopping. Unlike the in-store experience with its hands-on demos and interactive assistance, online shopping tends to rely on product specs, photos, and rough customer reviews. This often makes it difficult for customers to visualize a product's role in their daily lives.

In response to this, our team decided to create a solution that assists customers in visualizing the product in use, and understand how it could enhance their lifestyle, akin to an in-store experience

Role and scope

Worked closely with product, research, and data scientist to identify opportunities and eventually created the North Star experience

Outcome

Our concept received a thumbs-up from leadership and achieved cross-organizational alignment. The proposed feature set has earned a priority spot on our future roadmap