SHIPPED · HOLIDAY 2024
BEST BUY CONNECT · SALES ENABLEMENT
Turning a paper sales worksheet into a mobile conversation guide
I designed a mobile guide that Best Buy employees could use during live customer conversations.
Context
Best Buy Connect · internal employee platform
My role
I reframed the worksheet, designed the prompt architecture and mobile interaction states, and aligned one framework across three sales departments.
ROLE • SENIOR UX DESIGNER
SCOPE • MOBILE SALES GUIDE
SHIPPED • EARLY USAGE
A glanceable guide built for live customer conversations
Eight prompts. One customer-ready recap.
A guided home theater conversation for employees who do not sell TVs every day. Shipped for the holiday season.
1,106
CRW opens in one monthly report
747
employees who opened a CRW
3
departments in the initial release
The project in one minute
The Customer Recommendation Worksheet, called CRW internally, was a printed sales aid that reminded employees what to ask, demonstrate, and recommend.
I transformed it into a mobile guide for Best Buy Connect. The interface stayed deliberately glanceable so the employee could use it in the moment without making the phone the center of the conversation.
- ROLE
- Senior UX Designer · product reframing, prompt architecture, interaction states, and cross-department alignment
- TIMELINE
- September 2024 through holiday launch
- SCOPE
- Home theater, computing, and appliances
- CONTEXT
- Live customer conversations on an employee's phone
Shipped for holiday use across three sales departments
1,106
CRW opens recorded in one monthly report
747
employees who opened a CRW
3
departments in the initial release
Holiday 2024
shipped minimum viable experience
How to read this
These figures show activity and reach in one monthly report. They do not measure repeat use, completion, recommendation quality, or sales impact.
THE DECISIONS THAT SHAPED THE PRODUCT
Three decisions kept the guide inside the conversation
REFRAME
Design for the conversation, not the PDF.
The worksheet was a prompt system. A literal digital form would preserve the document and miss the work.
INTERACTION
Separate scanning from answering.
The list kept prompts visible. A focused response captured only what mattered and returned quickly.
SYSTEM
Reuse one framework; adapt prompts by department.
Home theater, computing, and appliances shared one interaction model with department-specific content and behavior.
The worksheet and mobile guide solved different problems
Paper worksheet
BEST BUY
CUSTOMER RECOMMENDATION WORKSHEET
Mobile conversation guide
The interaction shifts from scanning to focus to visible completion
One shared framework across three sales departments
Appliances adds jump links and benefit imagery without breaking the system
Same interaction framework
Appliances adds department-specific support without changing the core flow.
JUMP LINKS
Move directly to fit, features, delivery, or protection
BENEFIT IMAGERY
Support complex comparisons when words are not enough
RESPONSE MEMORY
Keep earlier answers visible as the conversation changes
REFLECTION
The strongest decision was refusing a literal document conversion.
Designing for conversation order, attention, and category variation turned a static worksheet into a flexible product employees could use in the moment.