The mission was to deliver a more tailored shopping experience for all JLP customers to help them achieve their mission. Using their past and present behaviour, providing a more personalised journey. This was a new team which was set up to build on these opportunities and key OKR's.
The Process
We kicked off the work in the new team by conducting competitor analysis, reviewing existing data and insights, and pulling this into a miro board for reference. We then conducted a stakeholder workshop with the aim to
all come together to consider personalisation across various customer scenarios.
We wanted to identify customer pain points and potential opportunities across the John Lewis journey concerning personalisation and collaborate and bring together knowledge from various teams.
This would then enable us to define and understand where there may be high revenue opportunity areas and quick wins and use the output to identify potential focus areas where we could improve personalisation at John Lewis and set our roadmap and team-focused direction over the year.
This would then enable us to define and understand where there may be high revenue opportunity areas and quick wins and use the output to identify potential focus areas where we could improve personalisation at John Lewis and set our roadmap and team-focused direction over the year.
UI Designs
A number of potential designs and ideas were identified we then agreed on which to take forward and planned these into the roadmap ready for user then A/B testing.
With the purpose to reactivate customers using personalised return to site landing prompts linked with what they had previously saved, purchased or requested a notify me when back in stock. I designed the following proposed solutions.
With the purpose to reactivate customers using personalised return to site landing prompts linked with what they had previously saved, purchased or requested a notify me when back in stock. I designed the following proposed solutions.
Back in stock prompt on return landing, with time sensitive personalised offer and countdown timer
Item you love on offer prompt on return landing
Replenish reminder prompt on return landing, customer can set up, remove or opt out of replenish reminders within account area
Pick up where you last left off on return landing (with helpful reminders and suggestions)
