Overview
Develop a design solution for Kasama Chocolate
Client
Kasama Chocolate is a small batch bean-to-bar chocolate company located on Granville Island.
Their online experience doesn’t match the high-quality in-store customer experience, we aim to demonstrated an design method that utilize the richness of the interpersonal in-store customer experience and create a similar online shopping experience for customers through their website.
Our concept involves adding a chocolate recommendations quiz feature to Kasama Chocolate’s website, which allows users to find out what chocolate bar is best suited to their personality.
This feature aims to mimic the personalized recommendations that customers receive from staff members in-store, making the online shopping experience more engaging.
Problem Space
Enhance brand value & cultivate lasting relationships within target audience
Insights
During the research phase, we conducted Zoom meetings with the co-founder of Kasama and conducted in-store interviews and observations. I implemented an online survey using Google Forum and analyzed customer reviews and the data and analytics provided by the owner. Through these efforts, we gained insights into the customers' perceptions and their level of engagement with the in-store and website purchasing.
Personas
How Might We
construct an immersive and personalized online shopping experience in a way that urges customers to purchase from the website?
Process
With client and stakeholders
During the 8-week collaboration, we conducted several on-site visits at Kasama Chocolate store and online communication, to immerse ourselves in the brand's in-store customer experience, engaging directly with both staff and customers to generate insights from their interpersonal interactions.
Workshops
For the goal of workshops, we want to break down our design focus, narrow down the meaning for the term "interpersonal" from both Kasama’s and their customers’ perspectives.
Kasama founders and staffs
We recorded every insights from the workshop, then used affinity diagram to collect and analyze them.
Kasama voluntary customers
We encouraged customers to share their positive stories and focused on how their expectation of website matched or unmatched with those stories.
Results
How our solution landing
User Journey
Values we reinforced
Our design intervention began by breaking down Kasama Chocolate's brand concept into actionable brand value pillars, ensuring that the online experience aligned with the authenticity and warmth of the in-store environment. By translating these values into the digital space, we created a feature that not only captured the essence of Kasama Chocolate but also strategically enhanced their business value.
This approach allowed us to foster deeper customer loyalty and increase online engagement, turning casual browsers into devoted patrons who see the brand as a trusted, high-quality choice.
Feedback from client
After finalizing the prototype, we presented the solution to Kasama Chocolate’s founders, who recognized its potential in enhancing their website’s user experience. Following their approval, we delivered the design file, and they expressed plans to integrate this feature in their next website update.
