Online Store Offering
The Project
Experience Vision & Challenge
Our challenge was to provide an end-to-end vision for the future state experience and identify key moments to enable a differentiated customer experience for an online stores offering.
My Role
I served as a Service Designer, responsible for connecting multiple customer touchpoints including cross product experiences, support and marketing efforts. My work included research, design and alignment workshops.
Team
I led a team of three designers, a lead engineer and two product managers in organizing, facilitating and synthesizing research from contextual visits and translating them into a roadmap with tactical solutions that I later helped implement.
Outcome
Product launched in February of 2021 in three phases and is currently adding more advanced functionality.
Over 300 stores have been created since the general and the new offering scored 89% on task accomplishment within the in app survey, higher than most other products in the ecosystem.
Future state journey map depicting the ideal north star for the stores experience.
Catalog of ideas arising from the research and ideation session to inform the opportunity backlog.
The Results
“Whatever it is, the way you tell your story online can make all the difference.”
— Quote source
