Director Customer Engagement, Active Brands
TEAM & ROLE
I worked in a team of 2 with a Design Director for an 8 weeks period
WHAT I DID
I interviewed internal stakeholders, customer service representatives and conducted a survey. I produced high fidelity UI to illustrate the new experience
Mapping the current service experience
Active Brands is an incubator for online activewear brands in the Nordics. In its portfolio there are 5 main brands. Those brands are distinct from each others but share the same online experience. The first step was to identify the future vision by each brand and e-com manager. During 10 hours of interviews I was able to collect opinions on the current situation and outline the objectives of each brand manager for the online shopping experience.
I discovered specific and common problems and created an initial map to correlate users goals, current journey and all the ideas that emerged from the interviews.
This was presented in a workshop to the client, where I explained the findings and sought alignment to define success among stakeholders.
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