Leading through strategy, research & meticulous designs
Since August 2017, my time at Target has been focused on creating seamless, omni-channel shopping experiences from top of funnel to post purchase that eliminate friction and help guests help themselves.
This page, like most of us, is a work in progress.
Fix an Issue & Return an Item
Allowing the guest to troubleshoot issues themselves not only saves them time, but it saves the business money by reducing contacts per order. My work helps create a bridge for the user and our guest service teams. Through UX research, we were able to identify pain points the guest has during their post purchase journey and innovate solutions to save the sale and help build trust with the guest.
While redesigning this product, my team reengineered both the backend and frontend allowing us to scale and grow this tool for guest use. We started with the end in mind, while aiming to launch an MVP. I lead the strategy and visioning for the project by brainstorming the possibilities of what this tool could potentially be to the guest. True to agile fashion, we researched, designed, tested, tweaked the designs, built, and tested again.