My Role
Lead UX designer
Problem
A discount retailer wasn’t sure they wanted to invest further in their registry program, and wanted to understand the biggest issues that needed to be fixed to gain more market share.
Approach
Utilizing existing customer data patterns & customer feedback, I put my findings into a customer journey map. We then brought in participants to the research lab to further compare experiences & validate findings.
Customer Journey Map
The customer journey map looked at the two main actors: the gifter and the registrant, and compared their experience with those from a major competitor.
