Project type
Omni-Channel Experience Strategy
sector
Furniture Retail & E-Commerce
Team
Led 5 UX Designers +
Product & Marketing Stakeholders
Product & Marketing Stakeholders
Tools
Figma
Adobe Suite
Adobe Photoshop
Miro
Time
12 weeks
CLIENT
SCS
role
Lead UX Strategist & Researcher
role
Lead UX Strategist & Researcher
Contribution
Defined the Digital-Physical Strategy (The 'In-Store Bridge')
Designed the seamless digital-physical journey (QR codes & Wishlist integration)
Established 'Emotional Commerce' Design Principles
Led the development of the Interactive Color Map and Transparent Tracking
Established 'Emotional Commerce' Design Principles
Led the development of the Interactive Color Map and Transparent Tracking
objective
Transform ScS from a price-driven, "discount warehouse" perception into a value-driven lifestyle brand. The goal was to repair the fractured user journey between physical showrooms and the digital storefront, reducing friction and increasing conversion.
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
The Challenge: A Broken Journey
Our research revealed a critical "Omni-Channel Gap." Customers browsing in-store felt forced to "restart" their purchase journey from scratch when moving online. Furthermore, aggressive, price-heavy signage and imagery were eroding trust, causing users to perceive the brand as "cheap" rather than "value-for-money."
Our research revealed a critical "Omni-Channel Gap." Customers browsing in-store felt forced to "restart" their purchase journey from scratch when moving online. Furthermore, aggressive, price-heavy signage and imagery were eroding trust, causing users to perceive the brand as "cheap" rather than "value-for-money."
The Strategy: Emotional Commerce
We moved the brand away from "Sales! Sales! Sales!" to "Comfort, Home, and Family." By leveraging my background in Visual Merchandising, we redefined the digital strategy to mirror the tactile, emotional experience of buying furniture. We proved that users convert higher when they feel an emotional connection to the living space, rather than just seeing a low price tag.
We moved the brand away from "Sales! Sales! Sales!" to "Comfort, Home, and Family." By leveraging my background in Visual Merchandising, we redefined the digital strategy to mirror the tactile, emotional experience of buying furniture. We proved that users convert higher when they feel an emotional connection to the living space, rather than just seeing a low price tag.
OLD IMAGERY
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD IMAGERY
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD IMAGERY
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
The Solution: Bridging Digital & Physical
Cultural Sensitivity & Trust: The design must be culturally sensitive, building a safe environment that encourages users to connect with strangers. A key challenge is establishing trust and ensuring user safety in social interactions.
Cultural Sensitivity & Trust: The design must be culturally sensitive, building a safe environment that encourages users to connect with strangers. A key challenge is establishing trust and ensuring user safety in social interactions.
The "In-Store Bridge": Implemented QR codes and a "My Creations" wishlist that allows users to scan instore items and continue customizing them at home. Interactive Color Map: Developed an algorithm-driven color discovery tool (80% adoption rate) to simplify complex catalog choices. Transparent Tracking: Built a visual Order Tracking system to eliminate post-purchase anxiety and reduce support calls.
The "In-Store Bridge": Implemented QR codes and a "My Creations" wishlist that allows users to scan instore items and continue customizing them at home. Interactive Color Map: Developed an algorithm-driven color discovery tool (80% adoption rate) to simplify complex catalog choices. Transparent Tracking: Built a visual Order Tracking system to eliminate post-purchase anxiety and reduce support calls.
The Impact
The Impact
Conversion Rate (CR): Increased by 15% by reducing friction between physical browsing and digital checkout. Engagement: Achieved a 20% increase in Time on Page for product comparison tools. Customer Service Load: Decreased customer service inquiries related to order status by 20% via the implementation of Transparent Order Tracking. Brand Perception (NPS): Delivered a 50% uplift in Net Promoter Score (NPS), successfully shifting brand perception from 'Sales' to 'Comfort, Home, and Family.'
CLIENT
SCS
sector
Furniture Retail & E-Commerce
role
Lead UX Strategist & Researcher
Project Type
Omni-Channel Experience Strategy
Tools
Figma
Adobe Suite
Adobe Photoshop
Miro
Team
Led 5 UX Designers +
Product & Marketing Stakeholders
Time
12 weeks
Contribution
Tools
Figma
Adobe Suite
Adobe Photoshop
Adobe Suite
Adobe Photoshop
Contribution
Defined the Digital-Physical Strategy (The 'In-Store Bridge')
Designed the seamless digital-physical journey (QR codes & Wishlist integration)
Established 'Emotional Commerce' Design Principles
Led the development of the Interactive Color Map and Transparent Tracking
CLIENT
SCS
sector
Furniture Retail & E-Commerce
role
Lead UX Strategist & Researcher
Project Type
Omni-Channel Experience Strategy
Tools
Figma
Adobe Suite
Adobe Photoshop
Miro
Team
Led 5 UX Designers +
Product & Marketing Stakeholders
Time
12 weeks
Contribution
Defined the Digital-Physical Strategy (The 'In-Store Bridge')
Designed the seamless digital-physical journey (QR codes & Wishlist integration)
Established 'Emotional Commerce' Design Principles
Led the development of the Interactive Color Map and Transparent Tracking
SCS
SCS
SCS
SCS
SCS
PROJECT TYPE
Omni-Channel Experience Strategy
sector
Furniture Retail & E-Commerce
Team
Led 5 UX Designers +
Product & Marketing Stakeholders
Product & Marketing Stakeholders
tools
Figma
Adobe Suite
Adobe Photoshop
Miro
Time
12 weeks
PORTRAIT
TOP PRIORITIES GRID
PERSONA
TOP PRIORITIES
USABILITY ISSUES
COMPETITIVE ANALYSIS
TRIANGULATION
TOP PRIORITIES GRID
PERSONA
TOP PRIORITIES
USABILITY ISSUES
COMPETITIVE ANALYSIS
TRIANGULATION
TOP PRIORITIES GRID
PERSONA
TOP PRIORITIES
USABILITY ISSUES
COMPETITIVE ANALYSIS
TRIANGULATION
▼
Real Recommendations
by real
people
Featuring
curators
from
around
the
world
▼
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
Caption text
PRIMARY RESEARCH
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
Caption text
PRIMARY RESEARCH
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
Caption text
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
EXPERT COMPETITIVE REVIEW
BUYER PERSONA
LEARNER PERSONA
BUYER USER FLOW
SWOT ANALYSIS
LEARNER USER FLOW
CARD SORTING
USABILITY TESTING
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
EXPERT COMPETITIVE REVIEW
BUYER PERSONA
LEARNER PERSONA
BUYER USER FLOW
SWOT ANALYSIS
LEARNER USER FLOW
CARD SORTING
USABILITY TESTING
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
EXPERT COMPETITIVE REVIEW
BUYER PERSONA
LEARNER PERSONA
BUYER USER FLOW
SWOT ANALYSIS
LEARNER USER FLOW
CARD SORTING
USABILITY TESTING
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
EXPERT COMPETITIVE REVIEW
BUYER PERSONA
LEARNER PERSONA
BUYER USER FLOW
SWOT ANALYSIS
LEARNER USER FLOW
CARD SORTING
USABILITY TESTING
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
EXPERT COMPETITIVE REVIEW
BUYER PERSONA
LEARNER PERSONA
BUYER USER FLOW
SWOT ANALYSIS
LEARNER USER FLOW
CARD SORTING
USABILITY TESTING
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
EXPERT COMPETITIVE REVIEW
BUYER PERSONA
LEARNER PERSONA
BUYER USER FLOW
SWOT ANALYSIS
LEARNER USER FLOW
CARD SORTING
USABILITY TESTING
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
The Solution: Bridging Digital & Physical
Cultural Sensitivity & Trust: The design must be culturally sensitive, building a safe environment that encourages users to connect with strangers. A key challenge is establishing trust and ensuring user safety in social interactions.
The Solution: Bridging Digital & Physical
The "In-Store Bridge": Implemented QR codes and a "My Creations" wishlist that allows users to scan instore items and continue customizing them at home. Interactive Color Map: Developed an algorithm-driven color discovery tool (80% adoption rate) to simplify complex catalog choices. Transparent Tracking: Built a visual Order Tracking system to eliminate post-purchase anxiety and reduce support calls.
The Impact
The Solution: Bridging Digital & Physical
Conversion Rate (CR): Increased by 15% by reducing friction between physical browsing and digital checkout. Engagement: Achieved a 20% increase in Time on Page for product comparison tools. Customer Service Load: Decreased customer service inquiries related to order status by 20% via the implementation of Transparent Order Tracking. Brand Perception (NPS): Delivered a 50% uplift in Net Promoter Score (NPS), successfully shifting brand perception from 'Sales' to 'Comfort, Home, and Family.'
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
T-STONE DEVICE
T-STONE DEVICE PARTS
GRYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GRYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GRYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
The Challenge: A Broken Journey
Our research revealed a critical "Omni-Channel Gap." Customers browsing in-store felt forced to "restart" their purchase journey from scratch when moving online. Furthermore, aggressive, price-heavy signage and imagery were eroding trust, causing users to perceive the brand as "cheap" rather than "value-for-money."
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
The Strategy: Emotional Commerce
We moved the brand away from "Sales! Sales! Sales!" to "Comfort, Home, and Family." By leveraging my background in Visual Merchandising, we redefined the digital strategy to mirror the tactile, emotional experience of buying furniture. We proved that users convert higher when they feel an emotional connection to the living space, rather than just seeing a low price tag.
CLIENT
SCS
Contribution
Designed the seamless digital-physical journey (QR codes & Wishlist integration)
Established 'Emotional Commerce' Design Principles
Led the development of the Interactive Color Map and Transparent Tracking
Defined the Digital-Physical Strategy (The 'In-Store Bridge')
objective
Transform ScS from a price-driven, "discount warehouse" perception into a value-driven lifestyle brand. The goal was to repair the fractured user journey between physical showrooms and the digital storefront, reducing friction and increasing conversion.
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
role
Lead UX Strategist & Researcher
CLIENT
SCS
Contribution
Designed the seamless digital-physical journey (QR codes & Wishlist integration)
Established 'Emotional Commerce' Design Principles
Led the development of the Interactive Color Map and Transparent Tracking
Defined the Digital-Physical Strategy (The 'In-Store Bridge')
objective
Transform ScS from a price-driven, "discount warehouse" perception into a value-driven lifestyle brand. The goal was to repair the fractured user journey between physical showrooms and the digital storefront, reducing friction and increasing conversion.
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
role
Lead UX Strategist & Researcher
RESEARCH METHODS
USER TESTING
INSIGHTS
ROUND 2: USER TESTING
USABILITY TESTING
RESEARCH METHODS
USER TESTING
INSIGHTS
ROUND 2: USER TESTING
USABILITY TESTING
RESEARCH METHODS
USER TESTING
INSIGHTS
ROUND 2: USER TESTING
USABILITY TESTING
PRIMARY RESEARCH
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
TARGET GROUP
PAIN POINTS
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
IMMERSIVE EXPERIENCE
PRIMARY RESEARCH
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
TARGET GROUP
PAIN POINTS
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
IMMERSIVE EXPERIENCE
PRIMARY RESEARCH
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
TARGET GROUP
PAIN POINTS
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
IMMERSIVE EXPERIENCE
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
PRIMARY RESEARCH
AFFINITY MAP
AEIOU, PERSONA & USER JOURNEY
KWLAQ
PERSONA & STORYBOARD
IDEATION
IDEATION
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
MARKETING AFTER MY HELP REBRANDING
WCAG ACCESSIBILITY ISSUES
CARD SORTING
NEW BRANIDING
GRID SYSTEM & BREAKPOINTS
USABILITY TESTING
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
MARKETING AFTER MY HELP REBRANDING
WCAG ACCESSIBILITY ISSUES
CARD SORTING
NEW BRANIDING
GRID SYSTEM & BREAKPOINTS
USABILITY TESTING
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
MARKETING AFTER MY HELP REBRANDING
WCAG ACCESSIBILITY ISSUES
CARD SORTING
NEW BRANIDING
GRID SYSTEM & BREAKPOINTS
USABILITY TESTING
NEW BRANDING WCAG
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
REOCURRING THEMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
REOCURRING THEMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
REOCURRING THEMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
RESEARCH METHODS
ROUND 2: USER TESTING
PRIMARY RESEARCH
INSIGHTS
GRID SYSTEM
Thumb Zone
WCAG
COLOR PALETTE
GRID SYSTEM
Thumb Zone
WCAG
COLOR PALETTE
GRID SYSTEM
Thumb Zone
WCAG
COLOR PALETTE
GRID SYSTEM
Thumb Zone
WCAG
COLOR PALETTE
GRID SYSTEM
Thumb Zone
WCAG
COLOR PALETTE
GRID SYSTEM
Thumb Zone
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
GRID SYSTEM
THUMB ZONE
WCAG
COLOR PALETTE
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
WIREFRAMES
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
OLD IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
REOCURRING THEMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
REOCURRING THEMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
REOCURRING THEMES
INSIGHTS
USABIILITY TESTING
RESEARCH METHODS
top insights
The Strategy: Emotional Commerce
The Strategy: Emotional Commerce
The Strategy: Emotional Commerce
We moved the brand away from "Sales! Sales! Sales!" to "Comfort, Home, and Family." By leveraging my background in Visual Merchandising, we redefined the digital strategy to mirror the tactile, emotional experience of buying furniture. We proved that users convert higher when they feel an emotional connection to the living space, rather than just seeing a low price tag.
TOP CHALLENGES
The Solution: Bridging Digital & Physical
The Solution: Bridging Digital & Physical
The Solution: Bridging Digital & Physical
The Solution: Bridging Digital & Physical
Cultural Sensitivity & Trust: The design must be culturally sensitive, building a safe environment that encourages users to connect with strangers. A key challenge is establishing trust and ensuring user safety in social interactions.
Cultural Sensitivity & Trust: The design must be culturally sensitive, building a safe environment that encourages users to connect with strangers. A key challenge is establishing trust and ensuring user safety in social interactions.
Cultural Sensitivity & Trust: The design must be culturally sensitive, building a safe environment that encourages users to connect with strangers. A key challenge is establishing trust and ensuring user safety in social interactions.
The "In-Store Bridge": Implemented QR codes and a "My Creations" wishlist that allows users to scan instore items and continue customizing them at home. Interactive Color Map: Developed an algorithm-driven color discovery tool (80% adoption rate) to simplify complex catalog choices. Transparent Tracking: Built a visual Order Tracking system to eliminate post-purchase anxiety and reduce support calls.
SOLUTIONS
The Impact
The Impact
The Impact
Conversion Rate (CR): Increased by 15% by reducing friction between physical browsing and digital checkout. Engagement: Achieved a 20% increase in Time on Page for product comparison tools. Customer Service Load: Decreased customer service inquiries related to order status by 20% via the implementation of Transparent Order Tracking. Brand Perception (NPS): Delivered a 50% uplift in Net Promoter Score (NPS), successfully shifting brand perception from 'Sales' to 'Comfort, Home, and Family.'
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
T-STONES
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
T-STONES
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
T-STONES
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
T-STONE DEVICE
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE TESTING
WIZARD OF OZ (USER TESTING)
tHE bRIEF
Objective
Objective
Objective
Transform ScS from a price-driven, "discount warehouse" perception into a value-driven lifestyle brand. The goal was to repair the fractured user journey between physical showrooms and the digital storefront, reducing friction and increasing conversion.
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
My process
I utilize a design thinking process, which is non-linear. If you would like to see my process for this project and others, visit my UX research portfolio.
top pain points
The Challenge: A Broken Journey
The Challenge: A Broken Journey
The Challenge: A Broken Journey
The Challenge: A Broken Journey
Our research revealed a critical "Omni-Channel Gap." Customers browsing in-store felt forced to "restart" their purchase journey from scratch when moving online. Furthermore, aggressive, price-heavy signage and imagery were eroding trust, causing users to perceive the brand as "cheap" rather than "value-for-money."
Our research revealed a critical "Omni-Channel Gap." Customers browsing in-store felt forced to "restart" their purchase journey from scratch when moving online. Furthermore, aggressive, price-heavy signage and imagery were eroding trust, causing users to perceive the brand as "cheap" rather than "value-for-money."
Our research revealed a critical "Omni-Channel Gap." Customers browsing in-store felt forced to "restart" their purchase journey from scratch when moving online. Furthermore, aggressive, price-heavy signage and imagery were eroding trust, causing users to perceive the brand as "cheap" rather than "value-for-money."