Crocs Experience Redesigned:
Jibbitz Junction
Reimagining the Jibbitz Buying Journey - A revamped in-store experience that reduces selection time from 17 minutes to 5-7 minutes through interactive technology.
Why Crocs?
In the ever-evolving world of footwear, Crocs have carved a unique niche. Known for their comfort, practicality, and bold style, Crocs have transcended function to become a cultural phenomenon, particularly among younger generations. This surge in popularity, coupled with a growing demand for personalization, presented an exciting opportunity to streamline the selection process.
The Crocs Store
A vibrant retail environment where customers explore the iconic Crocs brand
About Jibbitz
Decorative charms that allow personal expression and customization of Crocs footwear
The Jibbitz Area
A dedicated section that currently lacks guidance and creates decision fatigue
Store Observations
Time spent browsing Crocs
Time spent in Jibbitz area
Time spent at billing
The Crocs store
During our store visits, we noticed the strategic positioning of the Jibbitz section right at the entrance. This placement ensures immediate visibility and access for customers, inviting them to explore the diverse range of charms and kick-starting an interactive shopping experience.
Two table setup
Location: Orion Mall, Bengaluru
Single table setup
Location: MG road, Bengaluru
Jibbitz arrangement
Location: Kormangala, Bengaluru
About Jibbitz
Pick out your Jibbitz from the Jibbitz table (Jibbitz bar or packs)
Tell the salesperson (Jibbitz are easy to remove and rearrange)
Line up at checkout and pay
Repeat and fully load your crocs!
The Jibbitz area
A dedicated Jibbitz area showcases all charms on a centralized table, facilitating easy browsing and selection. This emphasizes Crocs' commitment to customization, catering to diverse customer preferences.
The selection table is ergonomically designed for kids as well.
Jibbitz divided in different sections for display and selection.
Multiple customers can access the Jibbitz table at a given time.
Observations
In storeLonger time taken to select Jibbitz
Stealing Jibbitz is a huge problem
Jibbitz pose as a choking hazard for the kids
Many Jibbitz are damaged during the selection process
Jibbitz section under continuous monitoring
Continuous rearrangement is required by the staff
Analyzing the table
In store
Sample crocs showing a jibbitz arrangement and display, which is randomly kept on the jibbitz display section.
Special section jibbitz displayed on the peg boards for highlighting.
Jibbitz are opted in these small sections which makes it difficult for the customer to pick them & later in the sorting.
CCTV warning sticker in order to create a sense of fear.
Clutters created by the previous customer which could not be cleared by the staff and get the section ready before the next customer.
Only one customer can place the shoe at a time.
Size of the jibbitz are so small that the free sorting can only be done carefully.
No security tags on the Jibbitz since they are easy to steal.
Primary Research
User study insights that revealed critical opportunities for improvement
Own 1 pair of Crocs
Consider it fashion statement
Don't like current shopping experience
Activities while wearing Crocs
Most users see Jibbitz as a way to express personality and consider them decorative.
Identified Pain Points at the Store
User Personas
Understanding our two key user segments and their unique needs
Sameer
32 years old • Architect
Jibbitz EnthusiastLikes
"I want Jibbitz that reflect my personality and stand out from the crowd."
Needs
- Unique and limited edition Jibbitz
- Easy discovery of new designs
- Detailed product quality information
Frustrations
- Struggles to search for specific items
- Limited editions sell out quickly
- Stock availability issues
Customer Journey Mapping
Mapping emotional touchpoints for both personas throughout the buying journey
Sameer
Jibbitz Enthusiast
"Excited to explore new collections"
Ruchita
First-time Buyer
"Curious but unsure where to start"
Design Opportunity
Personalized notifications & discovery features
Revamp the In-Store Experience
Create an interactive technology solution that enhances the customer experience, drives sales, and gathers insights into customer preferences by creating a seamless and engaging shopping journey that personalizes Jibbitz choices.
Smart Discovery
Help users find what they're looking for quickly
Visualization
Let users see how Jibbitz look on their Crocs
Personalization
Recommend based on preferences and history
Efficiency
Streamline the selection and checkout process
AI-Enhanced Experience
While the current solution focused on streamlining selection, here's where AI could take this experience further.
Smart Style Matching
After scanning your Crocs (color, model), AI recommends Jibbitz that complement your specific pair based on color theory and trending combinations.
"Others Also Picked" Engine
Show what other customers with similar Crocs purchased — social proof meets personalization.
Trend Prediction
Surface trending Jibbitz collections and limited editions based on regional and seasonal data.
Visual Search
Snap a photo of a Jibbitz arrangement you like (from social media, a friend) and the kiosk finds matching or similar charms in stock.
Introducing Jibbitz Junction
An interactive in-store kiosk and mobile application that transforms the Jibbitz buying experience
Interactive Kiosk
In-store digital experience
Onboarding Screen
Welcome screen that greets customers and asks what they want to explore. Options include complementing recently purchased Crocs or browsing all Jibbitz.
Mobile Application
Complementary app features
AR Try-On
Visualize Jibbitz on your actual Crocs using augmented reality
Product Details
View detailed product information, reviews, and availability
Customization
Save and share your favorite Jibbitz combinations with friends
Navigation
Easy-to-use interface with intuitive product selection
Interactive Customization Demo
Click on the charms below to see them appear on the Crocs holes
Choose Your Jibbitz
Select up to 6 charms to customize your Crocs
Selected: 0/6 Jibbitz
Total: ₹0
Outcomes & Learnings
Measurable improvements and key insights from the redesign project
Projected from usability testing with interactive prototype.
Estimated Time Reduction
Customer Experience
Personalization & Engagement
Impact of Small Digital Changes
Even minor improvements in the digital experience can have significant impact on user satisfaction and conversion rates.
Building Brand Connection
Using AI and personalization effectively creates a sense of connection with customers, making them feel valued and understood.
Power of Personalization
Leveraging user data for personalization creates a more relevant shopping experience where customers feel their needs are met.
Accessibility Matters
Kid-friendly height, inclusive design, and accessible interfaces ensure everyone can enjoy the experience regardless of ability.
Project Details
Role
UX Researcher & Designer
Duration
2-weeks
Tools
Figma, User Interviews, Surveys, Journey Mapping
Deliverables
Research insights, Personas, Journey maps, Interactive prototype, Mobile app concept
