2018 to 2019 (12-month roadmap)

I owned the e-commerce substitution customer journey and led an agile squad tasked with improving the overall substitution experience and to address any revenue shortfall caused by the existing journey.

The approach:

• Product canvas - defined problem statement, business benefit, solution summary and revenue target.

• UX phase - first use of UX in the e-commerce team. Sketching sessions, co-creation workshops, journey mapping etc.

• Inception session - directed 40+ stakeholders in a day of activity to gain buy in and clarity on scope.

• Solution - a complex series of solutions was determined traversing multiple teams (in store, data and web/app). 

• Phased approach - introduced lean approach where pilot 'test stores' were given sample recommendations. 

• Launch - pilot launch on in-store devices via scrum team followed by national launch once validated.

Findings:

• Feedback loops built during the pilot phase were robust, delivering feedback from customers and store teams. Customer satisfaction measurably improved.

Further enhancements and future directions:

• 'Best-in-class' future solution defined.