World Market Explorer Rewards

Project

World Market, a chain of 250+ specialty/import retail stores wanted to find easier ways for shoppers to sign up for their loyalty program, and ease the transition of loyalty members who signed up in store to managing rewards online.

Process

I started by interviewing customers and World Market employees. Through a sequence of workshops and prototypes, I redesigned the sign up, sign in, and in-store to online account transition experiences. I created new architecture, user flows, and an interactive prototype. After running agile usability tests to validate the design direction, I, together with a visual design team, created finalized designs for World Market’s development team to implement a responsive website.

Roles

Product Strategy
Design & User Research
Interaction Design

Outcome

After our solution was integrated directly into the worldmarket.com website, World Market saw a significant drop in customer support requests for sign in and sign up - particularly in the target “in-store” transition group. We also helped World Market create a vision roadmap for the customer loyalty experience.