Case Study


Mapping the customer journey for better UX from e-commerce, through delivery, to return customer


Lovepop hired me as a consultant to help establish their user research program and set best practices and process alongside their newly established product design team.

I led an extensive customer research and journey mapping process to help identify both what customers love, and identify friction points to improve on the overall experience.

Output included:

  • a company-wide presentation and reference materials on the current and idealized user journey
  • new website template designs to align with e-commerce UX best practices
  • design system guidelines for the engineering team
  • the launch of a new digital subscription product
  • and more...

More details coming soon.

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