Work
Strategy, UX, interaction design, chatbots, copywriting, animation, developer handover, QA.
eCommerce Experience Overhaul: Elevating Kathmandu’s Digital Presence
Kathmandu sought a best-in-class eCommerce experience along with a major brand overhaul. Through close collaboration, research, and effective communication, we delivered a robust platform that set the stage for future growth. As the sole experience designer, I led the project from brief to launch, working closely with a UI designer and a small development team.
Best-in-Class Showcase:
To align the entire Kathmandu team towards a singular vision, I created a visual showcase of exemplary eCommerce experiences. Presenting to a team of over 200 was pivotal in achieving buy-in from the business and ensuring support throughout the project.
Product Information Architecture:
I collaborated with the product and SEO teams to reconstruct the product IA, aligning it with the language and organization of physical store layouts while meeting customer expectations and search behaviors.
Wireframes and Template Design:
Utilizing Magento as the eCommerce platform, I worked closely with the development team to create templated pages for products, articles, blogs, and landing pages. This collaboration shaped the authoring experience, balancing flexibility and visual consistency.
Interaction Design:
Building on the UI designer’s work, I animated interface interactions for hover, scroll, and page-level animations to communicate design intent to the development team effectively.
Post-Launch Support:
- Global Rollout: The redesign’s success led to a global rollout across Kathmandu’s markets, including the UK, US, Europe, and NZ.
- Help Centre & Chatbot: In response to increased customer inquiries during the COVID pandemic, I developed a support content hub with an integrated chatbot. This solution dramatically increased the number of cases solved per day and reduced support calls, as customers found the information they needed online.
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