Objectives:

To develop the vision fo the next iteration of a product experience on behalf of the client. We worked with technology and product teams to ensure the future state was desirable, feasible and viable.

Key Insight:

What was fascinating about this project, was that the customer saw the product as a valuable add-on if they were buying a main service from the company. However, the organisation had created a stand alone team to manage and deliver this product. This team had always worked fairly autonomously as integration with the main product suite was hard and saw them regularly being de-prioritised. To meet customer needs effectively, the organisation needed to change the way it operated.

Outputs:

• Current state and future state customer journey

• Storyboards for key scenarios

• Digital prototype

Activities:

• Research with customers

• Articulation of current state customer journey and pain points

• Workshops with business and technical stakeholders

• Design of future state customer journey, digital app and in-store experience

• Testing of future state with customers and frontline staff

My Role:
On this project, I was the Design Director and accountable for the following:

• Project management

• Aligning project objectives to research and outcomes

• Surfacing key findings

• Crafting showcase and storytelling