Multi-channel Ecommerce
UX Research UX Strategy UX Design UX Testing

Description

Ecommerce transactional messaging

Challenge

Operational messaging had been neglected for several years. I developed a strategic plan modernize messaging to focus on the customer while serving long-term business goals.

Action

I conducted extensive research into ecommerce trends and retail UX best practices, studied analytics and customer user tests, and vetted organization-wide customer communications.

Result

Then I submitted a proposal and evangelized to product managers and other stakeholders and parts are currently being executed.

The project came full-circle when the email system began a platform migration. I seized the opportunity of a fresh start on a new platform, informed by good decisions. I mobilized, catalyzed, and evangelized product managers, UX researchers, visual designers, and platform developers. The new mobile-optimized message template is in production with a clean, modular code base for better consistency and efficient maintenance.