REIMAGINING AN END-TO-END PRODUCT EXPERIENCE
DEFINING THE SERVICE DESIGN
CONTEXT
This project was for an end-to-end product experience design for a B2B and B2C client. Leaning heavily into service design, we completely reimagined their customer's e-commerce and product experience.
IMPLIMENTING SERVICE DESIGN
We began by running a workshop with the clients to help us understand the whole experience as they have it planned now.
From here, we could start to identify potential pain points that might arise. These notes were focused on the user's experience with the product and the user's mindset.
We used this service blueprint to help define a more in-depth user journey that would highlight suggested UX interventions.
FURTHER DEVELOPING IDEAS
I campaigned to work collectively with the non-design team to ensure a cohesive experience across all channels of this project.
The team and I worked together to synthesize further research into the client's industry and existing service model to create a core experience loop. This loop served as our guidelines for keeping all UX interventions focused while encouraging users to continually engage with the system.
SERVICE DESIGN GOALS
We implemented service channels that would incentivize customers to to reengage with the ecommerce platform.
All of these implementations were centered around our core idea of bringing more "human-centered" brand moments into the experience.