St. James Settlement launched Green Ladies and Green Little Shops with a mission to make an environmental difference while also providing empowerment opportunities for middle-aged women - increasing employment chances and training prospects. As part of a system renewal, Green Ladies partnered with Neighbourhood Innovation Lab to explore ways to enhance the user experience for their retail and consignment services.

Through 4 types of research activities including contextual analysis​, 10 in-depth interviews, 120 online surveys and user testing, we create personas and have an overview of the present retail and consignment journey and thier pain and gain points. Following the research activities, we conducted 3 design thinking workshops with customers, the front line staff and the core team to further discover the retail and consignment journey, gather digital and spatial experience​ enhancement ideas and discuss the brand future positioning.

The final report concludes findings from prototype validation and design recommendations​​ for the membership portal and consignment booking system. It also suggests actions for Green Ladies to leverage its unique brand positioning combining social missions and eco-lifestyle brand concepts.