Earlier work · Smoothie King · with Ansira
A customer-led digital roadmap.
The business needed digital growth to work across the customer experience, the technology and the stores. I led the strategy and experience design work, bringing research, planning and prototypes into the same process.
What the work involved
We looked at customer needs, ordering behavior, loyalty engagement and the systems and store-level practices supporting them. That work shaped the priorities for the digital experience and the roadmap behind it.
- Customer and loyalty research, including diary studies and analysis of member behavior.
- A team working across strategy, design, media and technology, with prototypes developed alongside recommendations.
- A phased roadmap covering customer experience, technology, activation and measurement.
Why this one matters to me
It brought together the way I like to work: understand the people, test the thinking, and make the recommendation concrete enough for a team to build.