Brief

Position
Senior Product Designer
Product Designer (Promoted)

Key Learnings
Understanding E-commerce purchase cycles, developing digital features for large retail business processes, promoting large and cross team collaboration, leading design teams, and executing on net-new product experiences.

Results

• Demonstrates an excellent understanding of Lowe’s Product design cycle with the successful release of 7 net new product experiences | Online Returns, Line-Item Cancellations, Online Subscriptions, Online Protection Plan Experiences (Landing page, File A Claim, Plan Dashboard), Merchant UI, Accept Delays Communications, Locker Email Communications.

• Is a central point for post-purchase experience knowledge. He brings this forward by telling the story in the form of numerous presentation decks and materials for leadership to highlight team initiatives, strategies, accomplishments, and goals.

• Delivered, tested, and validated designs that expands on an initial Lowe’s subscriptions capability to support the complex intersection of customer needs, regions, species, and budget. Worked closely with PMs, designers, stakeholders, business partners, and developers to plan, scope, and craft the MVP for Lowe’s Lawn Care Subscription currently moving into development.

• I extended a generic onboarding framework to include our specific Post-Purchase workflow and artifacts to accelerate new team members to be functional within 2 to 3 weeks of joining. This process has been used for the entire current post-purchase team.

My Take
Hands down, one of the best companies and team’s I have been privileged to work with. Lowe’s design team has given me the opportunity and space to grow and execute on my product design skills. Working in post-purchase specially has given me an opportunity to work with customer’s and their problems in ways I never knew existed. I am thankful to work with a company who is constantly looking to improve and empower their teams to make it possible.

Key Responsibilities

1. To understand what experiences we need from a Lawn Care Subscription program for Lowe’s customers

2. Lead UX and product team ideation and working sessions during discovery

3. Create user flows, design from lo to hi fidelity, mobile web designs, and ideas for gifs

4. Continue to translate the product through changing leadership

Key Responsibilities

1. Create a place online for our customers to manage their
   protection plans.

2. Allow customer’s to file a claim online for their protection plans.

3. Create user flows, design from lo to hi fidelity, mobile web designs, and strategize for scale in services offered

4. Work closely with Product management, engineering, and business to continually release feature updates to improve the experience.

Key Responsibilities

1. Create an online option for customer’s to initiate a return

2. Create a way for us to learn more about why a customer is initiating a return so that we can solve for their problem

3. Conduct user research in-store on the associate and customer interaction.

4. Work closely our app team to promote product parody so customers get the best experience no matter which device they use.