lululemon Retail App | VoIP

Having a seamless and consistent experience for our guests when they call the lululemon stores. Allowing them to quickly access store information, while streamlining call operations and insights for educators.

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My role

 

The VoIP app is for all the lululemon retail stores in North America and integrated into the lululemon retail app (BBR). I led the VoIP app product design and collaborated with the Product Manager, BA, iOS dev, QA and cross-functional teams. Currently, the VoIP app is in the pilot for 13 stores and will gradually release in all the stores in North America.

Pain point

 

Plain old telephone system (POTS)

Currently, the lululemon retail stores have regular POTS lines with voicemail. Many calls go unanswered and to voicemail mainly due to lack of call waiting and a limited number of in-store physical phones. (1-2 phones per store)