Project type

E-Commerce

sector

Luxury Retail

High-End Goods

Team

Engineers

UX Designers

UX Designers

Tools

Blender

Adobe Photoshop

Adobe Illustrator

Adobe Premiere Pro

Time

8 Weeks

CLIENT

TIFFANY & CO.

role

Lead UX Strategist

role

Lead UX Strategist

Contribution

Defining Omni-channel UX Strategy

Translating Brand Heritage to Digital

Iterative Usability Testing & Research

Optimizing High-Value Conversion Funnel

Iterative Usability Testing & Research

Optimizing High-Value Conversion Funnel

objective

Identify and address user concerns within the Tiffany & Co. in-store experience by leveraging advanced technologies to enhance customer satisfaction, reduce costs, and improve sustainability.

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: REPLICATING WHITE-GLOVE LUXURY ONLINE

The primary challenge was translating the bespoke, high-touch luxury experience of a physical Tiffany boutique into a scalable, seamless digital platform. The existing regional web properties failed to meet the expectations of 21st-century luxury consumers, leading to friction in the browsing and buying journeys, and failing to harmonize the in-store and online touchpoints for high-value purchases.

The primary challenge was translating the bespoke, high-touch luxury experience of a physical Tiffany boutique into a scalable, seamless digital platform. The existing regional web properties failed to meet the expectations of 21st-century luxury consumers, leading to friction in the browsing and buying journeys, and failing to harmonize the in-store and online touchpoints for high-value purchases.

THE STRATEGY: DATA-DRIVEN HARMONIZATION

Our strategy was to create a foundation built on deep consumer insights to inform a unified omnichannel experience. We conducted Usability Testing on high-fidelity prototypes to gut-check the proposed UX/UI with real users. We then cross-referenced this qualitative data with legacy quantitative data to paint a precise picture of user behavior along the conversion funnel, allowing us to pivot from outdated assumptions to user-centric optimization.

Our strategy was to create a foundation built on deep consumer insights to inform a unified omnichannel experience. We conducted Usability Testing on high-fidelity prototypes to gut-check the proposed UX/UI with real users. We then cross-referenced this qualitative data with legacy quantitative data to paint a precise picture of user behavior along the conversion funnel, allowing us to pivot from outdated assumptions to user-centric optimization.

Jewelry purchasing is fundamentally a social decision, not a solo transaction. Without the platform or space to facilitate authentic peer feedback during the buying process, customers remain hesitant and unable to reach a confident final decision.

PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

We quickly turned testing insights into actionable design decisions, modifying existing user personas and customer journey maps to reflect the latest findings. This included reconsidering design decisions that specifically optimized regional differences in online consumption. Crucially, we shifted the organization toward a more iterative product process, incorporating rapid prototyping and user feedback loops to vet proposed solutions quickly and at a lower cost before full-scale implementation.

We quickly turned testing insights into actionable design decisions, modifying existing user personas and customer journey maps to reflect the latest findings. This included reconsidering design decisions that specifically optimized regional differences in online consumption. Crucially, we shifted the organization toward a more iterative product process, incorporating rapid prototyping and user feedback loops to vet proposed solutions quickly and at a lower cost before full-scale implementation.

THE IMPACT: Enhanced Omnichannel Performance

THE IMPACT: Enhanced Omnichannel Performance

Operational Cost Reduction (Inventory): If implemented, the AR experience is projected to enable a 15–20% reduction in high-value, physical jewelry inventory required on the showroom floor, leading to a significant decrease in insurance, security, and holding costs. Engagement (Social & Time): The social, shareable nature of the AR experience would likely increase Session Duration by 30% and boost Word-of-Mouth (WOM) referrals by 18%, resolving the pain point of feeling alone while making large purchasing decisions. Return Rate: By allowing customers to accurately visualize and "wear" the jewelry digitally (reducing buyer uncertainty), the product return rate related to incorrect size or fit could be lowered by 8–10%.

T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
Pepper Screen

Pepper Screen

Pepper Screen

Pepper Screen

Artistic portrait of girl

Tattoo in Progress

Chinese woman in front of a city

Aubrey Hepburn Breakfast at Tiffany's

Artistic portrait of girl

Artistic portrait of girl

Tattoo in Progress

Chinese woman in front of a city

Aubrey Hepburn Breakfast at Tiffany's

Artistic portrait of girl

Aubrey Hepburn Breakfast at Tiffany's

Artistic portrait of girl

Artistic portrait of girl

Tattoo in Progress

Chinese woman in front of a city

CLIENT

TIFFANY & CO.

sector

Luxury Retail

High-End Goods

role

Lead UX Strategist

Project Type

E-Commerce

Tools

Blender

Adobe Photoshop

Adobe Illustrator

Adobe Premiere Pro

Team

Engineers

UX Designers

Time

8 Weeks

Contribution
Tools

Blender

Adobe Photoshop

Adobe Illustrator

Adobe Photoshop

Adobe Illustrator

Contribution

Defining Omni-channel UX Strategy

Translating Brand Heritage to Digital

Iterative Usability Testing & Research

Optimizing High-Value Conversion Funnel

CLIENT

TIFFANY & CO.

sector

Luxury Retail

High-End Goods

role

Lead UX Strategist

Project Type

E-Commerce

Tools

Blender

Adobe Photoshop

Adobe Illustrator

Adobe Premiere Pro

Team

Engineers

UX Designers

Time

8 Weeks

Contribution

Defining Omni-channel UX Strategy

Translating Brand Heritage to Digital

Iterative Usability Testing & Research

Optimizing High-Value Conversion Funnel

TIFFANY & CO.

TIFFANY & CO.

TIFFANY & CO.

TIFFANY & CO.

TIFFANY & CO.

PROJECT TYPE

E-Commerce

sector

Luxury Retail

High-End Goods

Team

Engineers

UX Designers

UX Designers

tools

Blender

Adobe Photoshop

Adobe Illustrator

Adobe Premiere Pro

Time

8 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
SCROLL DOWN ✦ SCROLL DOWN ✦ SCROLL DOWN ✦

Real Recommendations

by real

people

Featuring

curators

from

around

the

world

✿ SCROLL DOWN ✿ SCROLL DOWN ✿
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
OLD SCS IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
NEW SCS IMAGERY (CUSTOMER PREFERRED)
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
OLD SCS IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
OLD SCS IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
OLD SCS IMAGERY
OLD SCS IMAGERY
NEW SCS IMAGERY (CUSTOMER PREFERRED)
NEW SCS IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
Default image
Caption text
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
Default image
Caption text
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
Default image
Caption text
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
Expert Competitive Review
EXPERT COMPETITIVE REVIEW
Buyer Persona
BUYER PERSONA
Learner Persona
LEARNER PERSONA
Buyer User Flow
BUYER USER FLOW
SWOT Analysis
SWOT ANALYSIS
Learner User Flow
LEARNER USER FLOW
CARD SORTING
CARD SORTING
USABILITY TESTING
USABILITY TESTING
Companies That Trust the App
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
Expert Competitive Review
EXPERT COMPETITIVE REVIEW
Buyer Persona
BUYER PERSONA
Learner Persona
LEARNER PERSONA
Buyer User Flow
BUYER USER FLOW
SWOT Analysis
SWOT ANALYSIS
Learner User Flow
LEARNER USER FLOW
CARD SORTING
CARD SORTING
USABILITY TESTING
USABILITY TESTING
Companies That Trust the App
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
Expert Competitive Review
EXPERT COMPETITIVE REVIEW
Buyer Persona
BUYER PERSONA
Learner Persona
LEARNER PERSONA
Buyer User Flow
BUYER USER FLOW
SWOT Analysis
SWOT ANALYSIS
Learner User Flow
LEARNER USER FLOW
CARD SORTING
CARD SORTING
USABILITY TESTING
USABILITY TESTING
Companies That Trust the App
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
Expert Competitive Review
EXPERT COMPETITIVE REVIEW
Buyer Persona
BUYER PERSONA
Learner Persona
LEARNER PERSONA
Buyer User Flow
BUYER USER FLOW
SWOT Analysis
SWOT ANALYSIS
Learner User Flow
LEARNER USER FLOW
CARD SORTING
CARD SORTING
USABILITY TESTING
USABILITY TESTING
Companies That Trust the App
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
Expert Competitive Review
EXPERT COMPETITIVE REVIEW
Buyer Persona
BUYER PERSONA
Learner Persona
LEARNER PERSONA
Buyer User Flow
BUYER USER FLOW
SWOT Analysis
SWOT ANALYSIS
Learner User Flow
LEARNER USER FLOW
CARD SORTING
CARD SORTING
USABILITY TESTING
USABILITY TESTING
Companies That Trust the App
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
BRANDING AFTER MY HELP REBRANDING
Expert Competitive Review
EXPERT COMPETITIVE REVIEW
Buyer Persona
BUYER PERSONA
Learner Persona
LEARNER PERSONA
Buyer User Flow
BUYER USER FLOW
SWOT Analysis
SWOT ANALYSIS
Learner User Flow
LEARNER USER FLOW
CARD SORTING
CARD SORTING
USABILITY TESTING
USABILITY TESTING
Companies That Trust the App
COMPANIES THAT TRUST THE APP
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
NEW BRANIDING
NEW BRANIDING AFTER MY HELP
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
NEW BRANDING WCAG
NEW BRANDING WCAG

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

We quickly turned testing insights into actionable design decisions, modifying existing user personas and customer journey maps to reflect the latest findings. This included reconsidering design decisions that specifically optimized regional differences in online consumption. Crucially, we shifted the organization toward a more iterative product process, incorporating rapid prototyping and user feedback loops to vet proposed solutions quickly and at a lower cost before full-scale implementation.

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

THE IMPACT: Enhanced Omnichannel Performance

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

Operational Cost Reduction (Inventory): If implemented, the AR experience is projected to enable a 15–20% reduction in high-value, physical jewelry inventory required on the showroom floor, leading to a significant decrease in insurance, security, and holding costs. Engagement (Social & Time): The social, shareable nature of the AR experience would likely increase Session Duration by 30% and boost Word-of-Mouth (WOM) referrals by 18%, resolving the pain point of feeling alone while making large purchasing decisions. Return Rate: By allowing customers to accurately visualize and "wear" the jewelry digitally (reducing buyer uncertainty), the product return rate related to incorrect size or fit could be lowered by 8–10%.

GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GRYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GRYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GRYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
Pepper Screen
Pepper Screen

Pepper Screen
Pepper Screen

Pepper Screen
Pepper Screen

Pepper Screen
Pepper Screen

THE CHALLENGE: REPLICATING WHITE-GLOVE LUXURY ONLINE

The primary challenge was translating the bespoke, high-touch luxury experience of a physical Tiffany boutique into a scalable, seamless digital platform. The existing regional web properties failed to meet the expectations of 21st-century luxury consumers, leading to friction in the browsing and buying journeys, and failing to harmonize the in-store and online touchpoints for high-value purchases.

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: DATA-DRIVEN HARMONIZATION

Our strategy was to create a foundation built on deep consumer insights to inform a unified omnichannel experience. We conducted Usability Testing on high-fidelity prototypes to gut-check the proposed UX/UI with real users. We then cross-referenced this qualitative data with legacy quantitative data to paint a precise picture of user behavior along the conversion funnel, allowing us to pivot from outdated assumptions to user-centric optimization.

CLIENT

TIFFANY & CO.

Contribution

Translating Brand Heritage to Digital

Iterative Usability Testing & Research

Optimizing High-Value Conversion Funnel

Defining Omni-channel UX Strategy

objective

Identify and address user concerns within the Tiffany & Co. in-store experience by leveraging advanced technologies to enhance customer satisfaction, reduce costs, and improve sustainability.

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

CLIENT

TIFFANY & CO.

Contribution

Translating Brand Heritage to Digital

Iterative Usability Testing & Research

Optimizing High-Value Conversion Funnel

Defining Omni-channel UX Strategy

objective

Identify and address user concerns within the Tiffany & Co. in-store experience by leveraging advanced technologies to enhance customer satisfaction, reduce costs, and improve sustainability.

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

RESEARCH METHODS
RESEARCH METHODS
USER TESTING
USER TESTING
INSIGHTS
INSIGHTS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USABILITY TESTING
USABILITY TESTING
RESEARCH METHODS
RESEARCH METHODS
USER TESTING
USER TESTING
INSIGHTS
INSIGHTS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USABILITY TESTING
USABILITY TESTING
RESEARCH METHODS
RESEARCH METHODS
USER TESTING
USER TESTING
INSIGHTS
INSIGHTS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USABILITY TESTING
USABILITY TESTING
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
PROCESSING PRIMARY RESEARCH
TARGET GROUP
TARGET GROUP
PAIN POINTS
PAIN POINTS
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
IMMERSIVE EXPERIENCE
IMMERSIVE EXPERIENCE
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
PROCESSING PRIMARY RESEARCH
TARGET GROUP
TARGET GROUP
PAIN POINTS
PAIN POINTS
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
IMMERSIVE EXPERIENCE
IMMERSIVE EXPERIENCE
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
IMMERSIVE EXPERIENCE CONCEPT
PROCESSING PRIMARY RESEARCH
PROCESSING PRIMARY RESEARCH
TARGET GROUP
TARGET GROUP
PAIN POINTS
PAIN POINTS
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
IMMERSIVE EXPERIENCE
IMMERSIVE EXPERIENCE
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
PRIMARY RESEARCH
PRIMARY RESEARCH
AFFINITY MAP
AFFINITY MAP
PROCESSING PRIMARY RESEARCH
AEIOU, PERSONA & USER JOURNEY
KWLAQ
KWLAQ
PERSONA & STORYBOARD
PERSONA & STORYBOARD
IDEATION
IDEATION
IDEATION
IDEATION
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
MARKETING AFTER MY HELP REBRANDING
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
CARD SORTING
CARD SORTING
NEW BRANIDING
NEW BRANIDING
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
USABILITY TESTING
USABILITY TESTING
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
MARKETING AFTER MY HELP REBRANDING
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
CARD SORTING
CARD SORTING
NEW BRANIDING
NEW BRANIDING
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
USABILITY TESTING
USABILITY TESTING
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD BRANDING ACCESSIBILITY ISSUES
OLD BRANDING ACCESSIBILITY ISSUES
WIREFRAMES
WIREFRAMES
MARKETING AFTER MY HELP REBRANDING
WCAG ACCESSIBILITY ISSUES
WCAG ACCESSIBILITY ISSUES
CARD SORTING
CARD SORTING
NEW BRANIDING
NEW BRANIDING
GRID SYSTEM & BREAKPOINTS
GRID SYSTEM & BREAKPOINTS
USABILITY TESTING
USABILITY TESTING
NEW BRANDING WCAG
NEW BRANDING WCAG
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
REOCURRING THEMES
REOCURRING THEMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
RESEARCH METHODS
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
REOCURRING THEMES
REOCURRING THEMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
RESEARCH METHODS
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
REOCURRING THEMES
REOCURRING THEMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
RESEARCH METHODS
RESEARCH METHODS
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
PRIMARY RESEARCH
RESEARCH METHODS
PRIMARY RESEARCH ROUND 2
PRIMARY RESEARCH ROUND 2
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
INSIGHTS
USER TESTING ROUND 1
RESEARCH METHODS
ROUND 2: USER TESTING
ROUND 2: USER TESTING
USER TESTING ROUND 2
PRIMARY RESEARCH
INSIGHTS
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
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
GRID SYSTEM
GRID SYSTEM
THUMB ZONE
THUMB ZONE
WCAG
WCAG
COLOR PALETTE
COLOR PALETTE
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
REOCURRING THEMES
REOCURRING THEMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
RESEARCH METHODS
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
REOCURRING THEMES
REOCURRING THEMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
RESEARCH METHODS
RESEARCH METHODS
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
OLD IMAGERY VS CUSTOMER PREFERENCE IMAGERY
SCS BEFORE OUR HELP (PRICE-DRIVEN)
SCS AFTER OUR HELP (EMOTIONAL)
WIREFRAMES
WIREFRAMES
REOCURRING THEMES
REOCURRING THEMES
INSIGHTS
INSIGHTS
USABIILITY TESTING
USABIILITY TESTING
RESEARCH METHODS
RESEARCH METHODS

top insights

THE STRATEGY: DATA-DRIVEN HARMONIZATION

THE STRATEGY: DATA-DRIVEN HARMONIZATION

THE STRATEGY: DATA-DRIVEN HARMONIZATION

Our strategy was to create a foundation built on deep consumer insights to inform a unified omnichannel experience. We conducted Usability Testing on high-fidelity prototypes to gut-check the proposed UX/UI with real users. We then cross-referenced this qualitative data with legacy quantitative data to paint a precise picture of user behavior along the conversion funnel, allowing us to pivot from outdated assumptions to user-centric optimization.

TOP CHALLENGES

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

THE SOLUTION: OPTIMIZING THE HIGH-VALUE JOURNEY

We quickly turned testing insights into actionable design decisions, modifying existing user personas and customer journey maps to reflect the latest findings. This included reconsidering design decisions that specifically optimized regional differences in online consumption. Crucially, we shifted the organization toward a more iterative product process, incorporating rapid prototyping and user feedback loops to vet proposed solutions quickly and at a lower cost before full-scale implementation.

We quickly turned testing insights into actionable design decisions, modifying existing user personas and customer journey maps to reflect the latest findings. This included reconsidering design decisions that specifically optimized regional differences in online consumption. Crucially, we shifted the organization toward a more iterative product process, incorporating rapid prototyping and user feedback loops to vet proposed solutions quickly and at a lower cost before full-scale implementation.

We quickly turned testing insights into actionable design decisions, modifying existing user personas and customer journey maps to reflect the latest findings. This included reconsidering design decisions that specifically optimized regional differences in online consumption. Crucially, we shifted the organization toward a more iterative product process, incorporating rapid prototyping and user feedback loops to vet proposed solutions quickly and at a lower cost before full-scale implementation.

SOLUTIONS

THE IMPACT: Enhanced Omnichannel Performance

THE IMPACT: Enhanced Omnichannel Performance

THE IMPACT: Enhanced Omnichannel Performance

Operational Cost Reduction (Inventory): If implemented, the AR experience is projected to enable a 15–20% reduction in high-value, physical jewelry inventory required on the showroom floor, leading to a significant decrease in insurance, security, and holding costs. Engagement (Social & Time): The social, shareable nature of the AR experience would likely increase Session Duration by 30% and boost Word-of-Mouth (WOM) referrals by 18%, resolving the pain point of feeling alone while making large purchasing decisions. Return Rate: By allowing customers to accurately visualize and "wear" the jewelry digitally (reducing buyer uncertainty), the product return rate related to incorrect size or fit could be lowered by 8–10%.

Pepper Screen
Pepper Screen
Pepper Screen
Pepper Screen

Pepper Screen
Pepper Screen
Pepper Screen
Pepper Screen

Pepper Screen
Pepper Screen
Pepper Screen
Pepper Screen
Pepper Screen
Pepper Screen
Pepper Screen
Pepper Screen

AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
T-Stone Device
T-STONES
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
T-Stone Device
T-STONES
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
T-Stone Device
T-STONES
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)
T-Stone Device
T-STONE DEVICE
T-Stone Device Parts
T-STONE DEVICE PARTS
GYROSCOPIC EFFECT SPINNER
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR ZONE USER TESTING
AR Zone Testing
AR ZONE TESTING
Wizard of OZ User Testing
WIZARD OF OZ (USER TESTING)

tHE bRIEF

Objective

Objective

Objective

Identify and address user concerns within the Tiffany & Co. in-store experience by leveraging advanced technologies to enhance customer satisfaction, reduce costs, and improve sustainability.

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: REPLICATING WHITE-GLOVE LUXURY ONLINE

THE CHALLENGE: REPLICATING WHITE-GLOVE LUXURY ONLINE

THE CHALLENGE: REPLICATING WHITE-GLOVE LUXURY ONLINE

THE CHALLENGE: REPLICATING WHITE-GLOVE LUXURY ONLINE

The primary challenge was translating the bespoke, high-touch luxury experience of a physical Tiffany boutique into a scalable, seamless digital platform. The existing regional web properties failed to meet the expectations of 21st-century luxury consumers, leading to friction in the browsing and buying journeys, and failing to harmonize the in-store and online touchpoints for high-value purchases.

The primary challenge was translating the bespoke, high-touch luxury experience of a physical Tiffany boutique into a scalable, seamless digital platform. The existing regional web properties failed to meet the expectations of 21st-century luxury consumers, leading to friction in the browsing and buying journeys, and failing to harmonize the in-store and online touchpoints for high-value purchases.

The primary challenge was translating the bespoke, high-touch luxury experience of a physical Tiffany boutique into a scalable, seamless digital platform. The existing regional web properties failed to meet the expectations of 21st-century luxury consumers, leading to friction in the browsing and buying journeys, and failing to harmonize the in-store and online touchpoints for high-value purchases.