DevelopmentofaSales&ServiceTerminalforNikeandtheflagshipheadquartersofSportScheckinMunich.
Client
Nike
Industry
Consumer Goods
Services
Technical ConsultingUX DesignVisual DesignSoftware DevelopmentDevOpsProducing
Mix and Match Shopping Terminal connects digital consulting and in-store sales.
Why customers need support in-store.
In the Munich flagship store, many customers chose the wrong size or remained uncertain, leading to returns and abandoned purchases. The goal was to reduce returns, increase conversion rates, and strengthen mobile checkouts. Success was measured by consultation clicks, mobile orders, and return rates.
We conducted a touchpoint analysis with a focus group of 15 participants, examined point-of-sale behavior and decision-making processes, and tested prototypes at the beginning and end of the concept phase to incorporate real needs directly into the design.
Tests showed clear preferences and optimization points.
An interactive sales & service terminal was implemented.
The terminal offers two entry points (consultation or style), product detail pages, mix & match visualizations, cross-selling, and click & deliver to smartphones. Background studies showed that around 80% of buyers often choose the wrong size; pilot measurements recorded an increase in mobile checkouts of about 15% and noticeably fewer returns with positive customer feedback.
The implementation followed clear phases: Discover, Prototype, Build, and Launch. Each phase relied on user feedback, rapid validation, and close coordination with Nike and retail designers, ensuring that hardware, placement, and CTA design were considered from the outset.
This is how we proceeded.
The central 'Magic Moment' is the Bra-Advisor: three simple questions about size, support, and sport filter suitable sports bras, show features, and suggest complementary tights. The interface then seamlessly guides users to mobile checkout, allowing for a secure and quick purchase.
Technology and integration are designed for scalability.
Product data, availability, and prices are synchronized via feed from the inventory management system. The application runs in the cloud and generates individual cart IDs for mobile handover. This keeps the system low-maintenance, location-independent, and easily scalable for additional products and stores.
The positioning and material choice were closely coordinated with Nike and retail designers to ensure that the terminal fits naturally into the customer journey at SportScheck. CTAs and tone were designed to appeal to both consulting customers and targeted shoppers.
The clear start sequence and simple consulting flow had the most impact. The combination of real-time data, intuitive UI, and direct mobile handover built trust with customers, increased consultation participation, and noticeably relieved sales staff.
What we learned.