Tok&Stok is one of Brazil’s leading furniture and decor brands, known for offering stylish, practical solutions for everyday life. The project focused on improving the post-purchase experience within their e-commerce ecosystem by developing a mobile app with augmented reality (AR) features—making it easier for users to visualize products and access support after buying. The key challenge was addressing common after-sales frustrations—like order tracking and support—while integrating AR to elevate the shopping experience. The solution had to strike a balance between innovation and usability, especially for users not familiar with AR tools. Step 1: Conducted immersion sessions with stakeholders and users to identify pain points and define the MVP. Initial insights focused on autonomy, clarity, and user empowerment. Step 2: Leveraged Design Thinking methodology to map the post-purchase journey and build a seamless self-service experience. We focused on transparency, accessibility, and reducing dependency on support. Step 3: Created low and high-fidelity prototypes, followed by usability tests to validate the main app flows. AR features were introduced to enhance product visualization at home. Animations and micro-interactions were designed to guide and delight users throughout the experience. ‍