Device Optimization

Shopping ANYWHERE, ANYTIME

Armed with my new passion for service design, I led the charge on a large-scale smartphone and tablet device optimization project for all six of Williams-Sonoma Inc.'s core brands.

The Process + RESULTS

Starting from a place of deep customer empathy gained through ethnographic research with store associates and customers, coupled with my existing in-depth product knowledge of our sites and customer data, I created:

A day-in-the-life journey map of how our customers interact with our brands through multiple devices and channels.
An evaluation of all the areas on our site that needed optimization (e.g., navigation, checkout, etc.) and a stack rank list of what areas should be addressed first.
Schematics for the new form pattern work to be rolled out into the checkout flow for all six of WSI's core brands.