Created the ideal omnichannel experience for Walmart across web, mobile, and physical stores.
DEFINE
Problem
Customers are experiencing navigational issues, having a hard time quickly finding the right products, and dropping out of a complex checkout flow.
ENVISION
Solution
Create the ideal go-to omnichannel experience for customers across web, mobile, and physical stores, with a user-centered experience.
CREATE
Results
Launch a leading customer experience in the retail industry. Increase user engagement, loyalty, and frequency. Grow sales, revenue, and profits.
Role
Reinvented the omnichannel shopping experience for Walmart customers across web, mobile, and physical stores, including product strategy, workshops, research, architecture, customer journey, user experience, interaction, design, and testing.
Team
Collaboration
Leadership
Business
Product
UX & Design
Accessibility
Research
Content
Marketing
Engineering
CONNECT
Customer insights
Brand strategy
User research
Persona journeys
Design: Thinking
Success metrics
INNOVATE
User-centered experience
Product strategy
User experience
Information architecture
Design: UX . IxD . UI
Prototyping and engineering
ENGAGE
Visual communication
Marketing strategy
User-focused content
Interactive copywriting
Design: Visual
Creative direction
Design Thinking
RESEARCH
Research the challenge, customers and metrics.
EMPATHIZE
Understand what customers think, feel, do and say.
DEFINE
Analyze user pain points, wants and needs.
IDEATE
Explore creative solutions, ideas and strategies.
PROTOTYPE
Build solutions into testable models or prototypes.
TEST
Get customer feedback and evolve ideas.
Workshops
Organized strategy workshops to create alignment with teams across the company, establish unified goals, streamline decisions, inspire collaboration, and evangelize future thinking.
Product Strategy
Analyzed the results from the workshop to create a product strategy blueprint, defining the problem space, business goals, and product vision. Strategized the retail customer journey, brand positioning, personas, user experience, design, personalization, customization, navigation, and interaction.
Archetype & Personas
Developed brand archetypes and user personas based on research and strategy workshops. Defined 3 archetypes:
The Leader • Primary
The Caregiver • Secondary
The Citizen • Tertiary
Customer Journey
Aligned with customer needs and wants to create a seamless shopping experience across mobile, web, and physical stores. Developed user scenarios, journey flows, wireframes, visual design, and prototypes.
Design System
Led and collaborated in the creation of a new design system for continuity across web and mobile experiences.
User Testing
Conducted user testing to validate wireframe prototypes for web and mobile before moving forward with the visual design.
Walmart Website
Reinvented shopping experience and design
across web and mobile.
Walmart App
Redesigned entire mobile app experience
and user tested 2 prototypes.
In-Store Experience
Reimagined the retail experience, bridging the gap between digital and physical stores for a seamless shopping journey. Conceptualized the future of shopping with virtual and augmented reality.
Results
Created the ideal shopping experience for Walmart customers across web, mobile, and physical stores to increase customer engagement and loyalty.