Selfridges
I was one of two designers working on a re-platform & re-design of the Selfridges Checkout and My Account site areas, transactional emails and an internal portal for the Customer Services team.
Working with a team of business analysts, we reviewed and documented all existing user journeys in the project scope, and identified areas in need of improvement as well as any gaps or edge cases that had previously not been considered to focus on.
I worked closely with developers to bring the vision to life and was responsible for signing off all work in development.
International Focus
Selfridges’ customer base is highly international. The new design allowed all customers the ability to shop in their local currency, as well as a transparent view of local taxes and duties and any delivery restrictions at all stages of the checkout process
Gift-wrapping options
Selfridges sells luxury items that are often purchased as gifts. The new design allowed customers to choose between a single gift box for their order or gift wrapping for each item individually, as well as allowing them to add a gift message.
Premium Delivery Service
The new design promoted Selfridges’ premium delivery service - Selfridges Plus, by allowing customers to purchase and utilise it at any stage of the checkout process
Customer Accounts
A revamped customer account section included an improved Wishlist, which allowed customers to quickly see which previously-saved items were still available and add them to their basket.
Customer Services Portal
AThe new design featured a clean, minimal design aesthetic, including larger fonts and a more spacious layout. This allowed customer services staff to find customer accounts and orders, and issue refunds and vouchers more easily.
