GlowMode App
A skincare digital platform and system that elevates customer retention rate by building a consistent routine habit and post-sales support to keep motivation.
Role & Team
Founding Designer working closely with the CEO.
Timeline
January - May 2024
Tools
Miro, Figma
Context
Glowmode App solves the skincare industry's biggest problem, client non-adherence to skincare therapies, by providing progress tracking, routine reminders, post-sales support, and accountability through an all-inclusive digital platform.
As the founding product designer, I worked closely with the CEO to identify user needs and translate them into a digital solution that directly targets these needs. I designed with elevating the app's business potential in mind, achieving a balance between user needs and business goals.
Glowmode App is the digital product under the Glowmode skincare clinic.
Design Process
DEFINE
The Problem
Client has low retention rate for the skincare therapy, which has a global industry average of 26.9%. (user persona - relatable)
Skincare products don’t work if not used properly and consistently.
People struggle to solve their skin problems and are overwhelmed by an abundance of product choices.
Skincare products don’t work if not used properly and consistently.
People don’t see the results immediately and start questioning the product routine and skincare therapy.
An Endless, Painful Cycle
No Guidance and Support
Summarize the problems
IDEATE
The Solution
A digital platform and system that leads people to develop the habit of using their skincare products consistently with post sales support.
Major Features
Post-sale Guidance
Curated programs, timed and sequenced content, progress tracking.
Online Coaching
Access to trained experts who answer skincare questions, design routines, and guide the skincare programs.
Wellness resource
Complimentary wellness habits are an integrated part of the skincare routine.
A digital skincare platform with multiple skincare programs, premium personalization, and engagement systems that change behavior to give superior results and cultivate a die-hard loyalty from customers. On the business side, it generates significant revenue and operating margin via online membership, product sales, and digital services - the ideal omnichannel experience.
Elevate Your Skin with the Right Routine, Expert Guidance, and Wellness Insights. Plus, it Keeps you Motivated.
Onboarding Journey
Building up a Routine Habit
Gain motivation with Progress Tracking and Feedback from Esthetician
Wellness Library with Personalized Article Recommendations
How we got to the solution : Understanding the User Pain Points
Research and Inferences
To truly understand what could be the underlying pain of most people, we interviewed with 10 Glowmode clients during their clinic visits, and conducted a survey with 20 respondents, who uses a broad variety of skincare products. Following are the insights we found →
15/20
Skincare users voted that they started to get impatient and eventually stopped using the product consistently if they don’t see result in 2 weeks.
Participate 01 - “I can be impatient with my skincare product - if they acne is not getting clear after 2 weeks, I started to have a lot of doubts.”
8/10
Glowmode clients expressed feeling panicking when they experienced side effects of a skincare procedure and don’t know what to do.
Participate 05 - “When had my first chemical peel session, I panicked so much when I saw my skin was peeling during a workday. I had to text my esthetician and wait for her reply. I wished I know this coming up.”
85%
Skincare users wished that they can learn more information about the product and have access to trust-worthy skincare contents.
Participate 15 - “After using the product for a while, I get curious and wanting to know what are the ingredients that are working. And I don’t trust social media because it’s full of Ads by people who don’t know what they are talking about”
This is an overview of skincare users’ life in the journey for trying new skincare routine for their existing skin problems. The user scenario helps identity the needs of skincare users and what are strongest pain points we can improve upon.
