Waitrose for Grand Union- User Experience Planning
A cohesive strategic view of this multi channel retailers e-commerce offer was needed to break the cycle of tactical fixes to the online business – the user experience was getting lost and the business was loosing sales opportunities and causing frustration to their astonishingly loyal customer base.
After creating an over-arching customer journey I worked with key stakeholders to understand the business, their challenges and motivations. Using various methods from contextual interviews to analyising data, I plotted this insight against the customer journey and key business objectives and performance goals. This clearly mapped out areas of opportunity and friction and allowed me to create distinct packages of work. The next phase was to design each of these enhancements, test and implement.
The User Experience Framework. [I know you can not read it, – that would not be fair]