Wedding + Gift Registry

Say "I do"

As the Principal Experience Designer for Williams-Sonoma Inc., I led the two cross-channel rollouts of the new Gift & Wedding Registry for both Williams-Sonoma and their sister brand, West Elm.

To ensure a consistent understanding and voice across the entire registry experience, I used service design thinking to optimize the experience for both customers and store associates.

I crafted the detailed task flows and wireframes for our engineering team, and created training documentation for our store employees and customer care agents to make customer service a breeze. The goal was to have a harmonious experience for customers and store associates around our registry services.

ROLE

Principal Interaction + Service Designer

DELIVERABLES

All schematics and screen states for:

Mobile app (and scanner tool)
Final wireframes/schematics for web and emails
Store associate/customer service interface
In-store kiosk experience and paper forms

The Process + RESULTS

Ran extensive UX research talking to store associates, customer service agents, and customers.
Developed over 85 schematics detailing the experience for both customers and associates.