how might we…
…provide an exceptionally customer-centric shopping experience defining a repeatable strategic architecture and implementation plan?
2019
Herman Miller
store refresh
Herman Miller needed an updated eCommerce site that provided an exceptionally customer-centric shopping experience while driving sales and building lifelong relationships between their brand and their retail customers.
On top of the revenue generating goals, we also needed to define a strategic framework, and implementation plan, that our teams could repeat again and again as we launched new eCommerce sites for owned brands.
my responsibilities
UX Strategy
Stakeholder Interviews
OKR Definition
Design Direction
Content Strategy
Brand Strategy
Leadership Alignment
UX Google Analytics Review
my team
Eric Ishii-Eckhardt, Director of Digital Design
Jeremy Abrahams, Manager of UX Research
Ryan Ganss, Manager of UI Design
Kylie Crocker, Lead Product Designer
Ashley Seguin, Product Designer
Shandon Cardosa, Product Designer
solution
A unifying digital strategy brief, complete with internal stakeholder alignment, and future-facing content strategy.
I led the UX Strategy work necessary to wade through a set of misaligned internal stakeholders, scattered brand expression, and rather short timeline to create clarity for the design, content, and development teams to get to work and launch a beautiful new store.
I also took over as the Manager of UX Design during this time, and established a repeatable, holistic design staffing and process strategy to ensure that following eCommerce launches were as grounded in previous work, and efficient as possible.
