Background on Hemster
Hemster is a D2C & B2B tailoring startup ($4M Series A) that is seeking to eliminate garment waste and bring an end to size uncertainty. They offer tailoring services to customers using saved fit data, while repairing and renewing brand’s slightly damaged inventory and bringing it back to life. This project was part of the Direct to Consumer work that I completed as a Product Designer at Hemster.
Self Fit Flow
Overview
Where customers were once required to video chat with staff in order to complete a fitting, they are now given the option to use an interactive, step-by-step guide detailing how to measure a garment.
Team
I collaborated with the Product Manager and Strategist on the user research and data collection. I was responsible for user flows, wireframing, final prototype, and illustration.
The Problems
(Collected through interviews, observation & stats)
Time consuming: Customers had to complete a 20-30 min video call with a member of our staff in order to fold and place a ruler sticker on their clothing.
High exit rate: Many customers cancelled their order once they learned that they had to video chat with someone.
Too personal: Video calls were sometimes awkward; customers had to move their computer/phone or lift their skirt up to show their progress
Human error: Customers or Hemster staff would have to calculate decimals based off a ruler. This often led to the wrong number and thus a failed order.
The Solution
An illustrated and photographed, 3-step visual and written guide to cuffing your garment, placing a ruler sticker, and entering your hem amount without having to do any math.
Average time to complete: 4 minutes
Fail rate based on numbers entered wrong: down by over 50%
Customer satisfaction: Most customers chose Self Fit over the alternative Virtual Fitting, and the repeat rate was significantly higher for Self Fit customers.
The ruler drag/selection tool allows users to match the line on their sticker to the placement on the screen.
