Hall of Fame of Rondesignlab - Samsung

Backstory

• In 2015, Samsung - a leading global technology company - approached our team with a significant challenge. They wanted a truly unique and sophisticated product, which we will gladly try to explain in the best way possible (without any violations, of course).

• The Mission

  The mission was to create an internal digital tool for product managers working in Samsung's physical retail locations. While the task appeared straightforward initially, it proved to be considerably more complex.

The problem

• Samsung's stores were drowning in complexity. Managers were juggling hundreds of products, endless SKUs, shifting inventory, and customers who rarely knew exactly what they wanted (or what they bought last year). The existing process? Manual. Slow. Frustrating for everyone involved.

• A word from a representative

  "We need something that just…works. Something that makes our managers look like heroes, even when the customer has no idea what they're talking about."

Building a system

• Goal: Streamline three critical functions.

• Product Identification

  Managers needed to quickly and accurately identify any product — including obscure models, accessories, and legacy items — without rifling through catalogs or guessing.

• Availability Tracking

  Real-time inventory checks across the store and local network. No more "let me check the back" disappearing acts.

• Structured Customer Support

  A consistent, high-quality support workflow that guided managers through complex scenarios without breaking a sweat.

User Flow

• We kicked off the project by obsessively studying the in-store customer support process. We tracked every interaction, every decision point, every moment of confusion or frustration.

• Our findings

  Customer interactions are never linear. They're messy. Customers change their minds. They shift focus mid-conversation. They suddenly remember they need a warranty check for something they bought three years ago.

• So we built a linear yet flexible workflow — the one that mirrored real-world scenarios but included enough decision points and escape routes to handle abrupt changes without breaking the flow.

• Information Architecture

  We defined a clear information architecture that allowed rapid access to product specs, troubleshooting guides, and comparison data — all while keeping the interface simple enough for on-the-spot use.

Results in Numbers

• We can't show you screenshots. We can't walk you through the interface. But we can tell you what happened after launch.

• In-store purchases increased by 12%.

  Managers could identify products faster, check availability instantly, and close sales with confidence.

• Training efficiency improved by 26%.

  The tool became an intuitive, real-time training resource, bringing new staff up to speed faster than ever before.

• Operational performance doubled.

  This is a special achievement. By eliminating guesswork and streamlining complex tasks, managers could focus on value-added customer interactions instead of administrative chaos.

Mastery in Silence

• So while we can't show you the product, we can leave you with this: smart UX design, grounded in real-world understanding and attention to user flow, can transform even the most chaotic environments into models of efficiency. We thank Samsung for trusting us and for giving us experience to never forget.