Retail · In-store
Turning a sales consultation into a guided, repeatable in-store experience
A great Essentia consultation depended on a great salesperson. The job was to make the best rep's process work for every rep, in every store.
1
Question set every consultation follows
3
Inputs: sleep position, firmness, health
Every store
Same guided experience
The real constraint
Essentia makes mattresses from natural materials, with a layered sleep system that's hard to explain in a few minutes on a showroom floor.
The sales process worked. It didn't scale. A great consultation depended on a great salesperson, and Essentia needed every store to sell like its best reps without every rep being an expert.
What we found
We started on the floor of one of their stores, watching real consultations. What customers asked, how the salesperson answered, and how they used the proprietary tablet software that ran the whole process.
Then we went back to the studio and sketched how those conversations could become an interactive touchscreen experience.
The decision
Turn the best consultation into a guided question set that any rep can run.
What shipped
A touchscreen experience on several TVs in each store. The salesperson walks the customer through a short set of questions: sleep position, firmness preference and health considerations. The system recommends the right mattress from the answers.
Every consultation follows the same path, whoever is running it.
What I'd measure today
Close rate per store and per rep, before and after rollout, plus average order value. The whole point was consistency, so the gap between the best and worst stores is the number that would prove it.
