Digital Transformation

Digital transformation is the comprehensive overhaul of an organization's processes, culture, and operations using digital technology to drive fundamental change and efficiency.

My approach involves integrating digital tools, reimaging workflows, and fostering a tech-forward mindset across all facets of a business, with the intent to enhance customer experiences, streamline operations, and adapt swiftly to the evolving digital landscape

From Legacy to Leading Edge

The Situation:

A major telecom was shifting its business model to enable subscription-based content to its customers and needed to rapidly deploy digital solutions across 200+ retail stores and 2 flagship stores.

My Approach:

I conducted a gap analysis to identify shortcomings and hurdles, followed by competitive analysis and customer research to understand market trends and needs. Subsequently, a UX/UI strategy was created, encompassing user flows, taxonomy, and rigorous testing through prototypes to refine the user experience pre-launch. A service design plan was created to integrate in-store digital experiences and enable sales associates with effective onboarding scripts. This was followed by the development of an activation playbook, focusing on optimizing user experiences, lead capture strategies, and continual user testing for refinement.

Impact:

Increased conversion/number of trial subscriptions by 25%
Checkout optimizations resulted in a 20% decrease in abandonment
Increased NPS score
Client won top ranking in J.D. Powers and ranked in the “Top 50 Retail Experiences”
+50% user retention rate over first 3 months