A client approached me with an exciting challenge: to build a digital experience that would make it easy for people to order custom orthotics from the comfort of their homes. They wanted a smooth, convenient process for clients to get a 3D scan of their feet and a fully customized product recommendation, all rolled into one platform.
I started by designing a digital consultation that allows users to submit photos and videos of their feet. From this input, a 3D scan is generated to capture the foot’s shape and measurements for precise orthotic customization. This approach made it easy for users to complete their consultation from home.
1. Digital consultation with 3D foot scanning
I wanted to make it as simple as possible for users to provide accurate information about their feet—without needing any special tools.
Photo & video submissions. We designed a user-friendly process where clients could upload photos and videos of their feet. These inputs feed into our 3D modeling tool, which then creates a highly accurate digital scan.
Precise fit for custom orthotics. With the 3D model ready, we used it to generate exact specifications for custom orthotics.
This digital setup means users can start their consultation anytime, from anywhere, with no need to book an in-person appointment.
2. E-commerce platform with tailored recommendations
Once users finish the consultation, they’re seamlessly directed to the e-commerce platform. Here, the shopping experience is set up to feel like a natural extension of the consultation:
Personalized product recommendations: The platform offers recommendations based on the client’s consultation results. If someone’s scan suggests they might benefit from additional foot support or padding, we make sure these are front and center in their recommendations.
Product bundles: For clients who want more than just orthotics, we created package deals that bundle related products together. This way, users can get everything they need to support their foot health in a single purchase.
I wanted clients to feel like the platform “knew” what they were looking for—taking the guesswork out of choosing the right products.
3. Customer engagement through automated email flows
To keep clients engaged and help them make the most of their experience, I designed a set of email flows that are triggered at key points in the journey:
Cart abandonment reminders: If someone started the purchase process but didn’t complete it, we send a friendly reminder to help them get back on track.
Order follow-ups: Shortly after a purchase, clients receive a thank-you email along with care instructions for their new orthotics, tips for use, and even a couple of personalized recommendations for future needs.
Reorder and cross-sell prompts: Down the line, we remind clients when it might be time for a replacement or invite them to explore other related products that could benefit their foot health.
These emails help build a connection with clients and encourage repeat engagement, without feeling like a hard sell.
The platform has been a game-changer for our client. The digital consultation and 3D scanning process took away the hassle of scheduling and attending in-person consults. Our email flows kept clients informed and engaged, increasing conversions and boosting customer loyalty.
In the end, this project created a unique end-to-end experience that transformed the way people buy custom orthotics—making it easy, accessible, and enjoyable.
