As one of the UK’s leading supermarkets, the opportunity to respond at pace to the pandemic was vast. The digital and innovation department moved fast to ensure continued and improved service for all customers.
This meant streamlining and improving existing experiences, and developing new solutions in the new environment.
As UX and Innovation Manager overseeing 15 digital platforms, I worked on various degrees of problem-solving projects as well as building new services in response to the pandemic.
Continuous improvement of our digital touchpoints, and in-store services. Provided leadership and mentorship to the UX and design team, ensuring design consistency and clear strategic direction.
Trialed and launched numerous initiatives over 14 months including subscription-based deliveries, contactless shopping solutions, a new loyalty program across web and app, and digital screens for self-ordering.
Promoted UX to stakeholders in a low-UX-maturity company, resulting in increased work and team visibility.