NIKE / 1:1 Customization Service

The Challenge:

Nike was looking to design a 1:1 customization service where a consumer would receive expert guidance in their quest to design a fully customized shoe. 

What we did: 

Research Phase: A deep dive into what makes a customization service meaningful and other factors such as location, staff, preparation and fulfillment. 

Design Phase: Where we took our learnings and designed a service to deliver a realistic and compelling experience for consumers. 

Pilot Phase: Prototyped an experience to take 12 consumers through. The fidelity of parts of the experience varied but consumers were able to go through the entire experience, from onboarding to receiving their customized shoe. 

 

Consumer Testing: We worked with consumers to build out a service which would deliver a meaningful and magical customization experience. 

Consumer Testing: We worked with consumers to build out a service which would deliver a meaningful and magical customization experience. 


Service Mapping: We designed a journey for both the consumer as well as the service provider (Nike retail) to deliver the intended experience. 


Prototyping: We ran 12 consumers through our service to gain real world feedback and fine tune our service offering.

Prototyping: We ran 12 consumers through our service to gain real world feedback and fine tune our service offering.