Tempur Sealy

Buying a mattress ranks as one of the worst retail experiences in the world … just a bit better than buying a used car.  Tempur Sealy asked the question “How can we control and improve as much of this experience as possible?”

THE CHALLENGE

Mattresses have traditionally been sold through resellers who may not share a brand’s character or commitment to excellence. Recent disruptors in the market, like Casper and Nectar, sell online and, therefore, own the total customer experience. Tempur Sealy started with an idea: let’s create an online program for our retailers, free of charge, with and educational, guided mattress finder.

The consumer experience begins with a “sleep survey” that collects a user’s unique sleep problems and needs and returns recommended mattresses. Visual design by projekt202.

THE SOLUTION

We developed a clear picture of how shoppers think about mattresses, the main pain-points in the process, and what gets a shopper to their purchase decision point.  The solution begins with a “branded” educational portal launched from a retailer website that provides a survey to help users find their perfect mattress.  With these recommendations in hand, the user visits the showroom and can explore the models on the floor through the mattress explorer launched by QR codes on the models.  Finally, users are prompted to try and rate mattresses for purchase consideration.

The solution also incorporates an on-boarding experience that gets retailers into the system and helps them add their showrooms and inventory.  Once the retailer is live, the portal provides real-time usage metrics and the ability to edit and update locations and inventory as required.

Shoppers can bring their recommendations list to the retailer showroom to access interactive product attributes and rate mattresses as they shop. Visual design by projekt202.

ROLE

UX strategy/design @ projekt202

ACTIVITIES & DELIVERABLES

UX concepts, user testing prototype/findings