Omnichannel Shopping Transformation for Matalan
E-Commerce | UX Leadership | Product Management2022 - 2023Over 12 months, we transformed the £1.1bn Matalan shopping experience both online and in-store.
I led discovery workshops, solution designs and product design with the client and THG Tech, delivering multiple industry-leading commerce features across fulfilment, merchandising and omnichannel customer experience.
Leveraging all my experience in commerce and digital product design, I led the delivery of multiple of new platform capabilities:
→ Configurable, Conversion-Optimised Product Page Templates
→ Personalised ‘Shop Your Local Store’ Online Shopping Journey
→ Mixed Fulfilment allocation from multiple Distribution Centres, Dropship Sellers & Store Inventories
→ Dropshipped Marketplace Selling
→ Consolidated Store Data Tool powering Fulfilled-by-Store Logic & Customer Store Locator
→ 1 Hour Click & Collect
Heading a team of UX Designers, Researchers and Business Analysts I led initial discovery with the client alongside the THG Strategy team.
As the project ramped up, the initial groundwork of my team proved invaluable in communicating the vision of the client and ensuring synergy and compatibility between features developed by different teams.
Once discovery was completed, I took ownership of multiple project streams managing UX Designers, Researchers and BAs to shape and deliver a host of complex new platform features.
I engaged with the Matalan SMT to gather requirements and propose ideas, created solution designs and technical user flows validated by THG Engineering and led the team to deliver exceptional new features on an incredibly intensive timeline.
The result was securing a >£1bn client, the largest to date, on the Ingenuity platform with a significant non-disclosable improvement to sitewide conversion.
In addition, through a holistic and considered approach to solution design, we enabled a host of new features for all other brands on the platform sharing conversion gains across the business.
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