Nike Self Service

Brand Strategy
Tone of Voice

Designing unbreakable, long-term relationships with digital hospitality that delivers contextual, personalized service for every stage of the customer’s journey. A collaborative vision on what self service at Nike can look like in the near future.

Screenshot of a mobile phone displaying the Nike website with sections on performance insights, community benefits, personalized deals, lifetime product support, and free shipping and returns, featuring various athletes and models.

Bringing a personalized experience to your hub whether you’re a member
or guest.

Mobile phone screen displaying Nike website with an order summary. Featured is a pair of Nike Zoom Alphafly running shoes marked as delivered today, October 15.
Mobile app screen showing user profile options and active orders for athletic gear, including a Nike Zoom Alphafly running shoe, a pair of Multipilier Crew Socks, and a Nike Dri-FIT ADV Alpha athletic top, with delivery dates and order numbers.
Mobile app screen showing a map of Berlin with black location markers, photos of people, and a post about a post-lockdown run at a Nike store.
A group of people running outdoors at sunset with a smartphone displaying a Nike shopping app overlayed in the foreground.
Screenshot of Nike Fit Engine app screen showing a selection option for the shoe's heel feature, with a picture of a sneaker in the center and a confirm button at the bottom.
Voice recognition screen showing the phrase 'Go Ahead' with a waveform and microphone icon.

An all new support system. Fit for you.

Nike Air Zoom Pegasus 38 FlyEase women's running shoe in yellow and white with green accents, displayed on a white background.
Nike Fit Engine screen showing shoe size 38.5 EU, with options to confirm or try another shoe.
Mobile app screen showing Nike Concierge with a Nike Air Zoom Pegasus 38 FlyEase women's running shoe in lime green and white, size EU 38, and a statistic that 22% of runners switched to this shoe.
Screenshot of a Nike Concierge chat conversation on a mobile device, showing a closing message thanking for help in choosing the right color, and a message about Nike Zoom AlphaFly performance, with options to review, return, or recommend products.
Screenshot of Nike Concierge chat with a user discussing options for Nike products, mentioning their preference for more special styles, and talking to David, a Nike athlete from Berlin.
A mobile phone screen showing a conversation with Nike Concierge about the Nike ZoomX Vaporfly Next% x Gyakusou running shoe, including key features and an image of the shoe.