Product Designer
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Men's Wearhouse

Tailored Brands: From new features to optimizations

Responsive Web Redesigns | Interaction & Visual Design

 

We worked on Men’s Wearhouse and Jos A Bank responsive website’s concurrently. These brands play a role for key events in a persons life from Prom to Weddings. Every two weeks we tackled a new challenge for Men’s Wearhouse and Jos A Bank with an overall goal of improving usability, customer satisfaction, and conversion.

Timeline

This project took on a new feature of the web or in-store experience every 2 weeks for 5 months. 

Team

 The team consisted of another UX/UI Designer and a Product Manager.

 

Guided Shopping

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The Challenge

Mens Wearhouse wanted to add a personalized touch to the shopping experience. The feeling that their expert tailors and associates were guiding you along.

The Timeline & Role

2 weeks | UX Designer, Prototyper

Approach

We looked into analytics to see what the most common filters customers used. We conducted user tests to identify areas that customers needed the most help in their decision making and what might be confusing to them in the shopping process. 

Solution

We created a chat like interaction on a category page. This guided experience provides feedback to the user as if they're in a conversation with a real person. 

This alternative approach to surfacing relevant filters and helping users quickly narrow their options allows us to capitalize on the benefits of Look Finder without blocking users from viewing products.


Tuxedo Group Manager Redesign

Every year couples turn to Men's Wearhouse to outfit their wedding party. We wanted to improve this current rental experience, as well as integrate 'retail' items into the platform. We did this by redesigning the event creation flow and the existing Group Manager system. The timeline was 3 weeks. 

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Streamline event creation

Tailored Brands challenged us to improve site experience, web conversion and decrease drop-off between rental products and finishing the process of creating an event. Through user interviews we learned that customers wanted to rent a suit quickly, effortlessly set up an event, and understand the process. 

We optimized the form for mobile, included progress indication and reordered required steps to their most natural flow. The result is a quick 4 step flow a customer can quickly and easily complete.

Timeline: 2 weeks

Role: UX & UI Design

 

Group Management Redesign

Our goal was to deliver the wedding customer and party members a top-notch, omnichannel experience whether they choose to rent or purchase their formalwear. We interviewed Grooms and Brides that had recently gone through the process themselves, store associates, and a competitive analysis. 

Timeline: 2 weeks

Role: UX Design, Production Design

Opportunities Identified:

  1. Understand the Process: How might we help Group Leader and Members understand the actions the they need to take to fulfill their order in a timely manner.
  2. Make a purchase: How might we make it easy for the Group Member to view their look and purchase seamlessly.
  3. Make a Final DecisionHow might we display the retail and rental looks the Group Leader selected in-store for each bridal party member in one place.

What we did:

  1. Restructured the experience to be "role based" instead of "look based" to match with users mental models. Redesigned for easy access to the Jobs to be Done.
  2. Translate the progress bar into an actionable checklist which makes it clear what the user can do in a single visit. 
  3. Created a group leader Dashboard view where the bride/groom can easily view how far along their party members are in their process.
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Prom: Reducing Store Wait Times

Kids and their families waiting in a Men's Wearhouse to pick our their prom outfits wait between 45 minutes to an hour to be helped. We wanted to decrease the amount of time a customer spends in store and relieve some work for the stressed store associates. We gathered learnings from a pilot experienced launched in May 2018 and improved upon in to help optimize the in-store prom experience. 

Customers would come into the store, put their name on a list, and go to a URL to start providing measurement and preference information before their actual appointment. This is to decrease perceived wait time as well as help the associates learn about the customer before consulting with them.

A example subset of the prom in-store flow 

A example subset of the prom in-store flow 

What we did

  • Orientation
    • Tell the user where they are in the flow and what steps are necessary
  • Speak the users language
    • Minimized form fields in favor of easy one tap entries
    • Optimize fields to be relevant to the information being input
    • Show progress to build momentum throughout the process
  • Simplified
    • Break down steps into multiple screens when possible
    • Remove irrelevant information to the task at hand
  • Prepare
    • Help the user get ahead by enticing them to prepare for their consultation
    • Allow them to select colors and tuxes their interested in.
    • Inspire the customer after they’re done with the required forms

 

Timeline

1 week

Role

UX/UI Designer

Team: 1 other designer and PM

Platform

Mobile


Next Level Look Finder

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The Challenge

Look Finder is an online quiz that guides customers to a curated selection of items based on their preferences. There's a 30% increase in conversion rate for those who complete the Look Finder experience. However, the drop-off rate was 56%. Our goal was to improve the current Look Finder experience with a focus on helping users find and complete purchase looks.

What we did

We made Look Finder easy and fun to complete by improving the existing questions and responses through updated visuals and copy. We helped users find outfits that they love and match their needs through improved presentation of product results. Additionally, we increased user awareness and interest in Look Finder through additional entry points.

Engaging: Improved the question flow to make it a more conversational experience for the customer with visual styles along the way to increase engagement.

Helpful and clear: Use helpful progress indicators to clearly show customers where they are in the flow.

Transition between quiz and results: Build confidence with users that there is some calculation going on after they complete the quiz to curate a look specifically for them.

Build outfit flow: Clearly show users how to put together an outfit based on the results and add clarity each step of the way.

Review your personalized look: Clearly lay out your look to show off your style! Make the user feel confident about the look they just curated and allow an easy add to bag.

Timeline

2 weeks

Role

UX Designer

Team: 1 other designer and PM

Platform

2 brands, desktop, tablet, mobile


Omnichannel | Shop Online, Reserve In Store

The Challenge

In order to encourage users to find and try on items in-store we introduced two Omnichannel features: 1. Find In-Store 2. Reserve Online, Try On In-Store. 

What we did:

  • Users can elect to shop their store and access this feature from three locations on the home page, store page,  and PDP. 

  • On the PDP, users can elect to reserve items to pick up in-store

  • Users are shown if the product is available in their store (or others nearby)

  •  If the product is not available, similar items in their size/store are surfaced

  • After confirming their reservation, users are encouraged to add additional items to their order

Timeline

2 weeks

Role

UX/UI

Platforms

2 Brands, Desktop, Phone, Tablet

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Personalized Home Page

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The Challenge

Create a more personalized home page experience to increase conversion. Users who interact with product recommendations convert about 2x higher than the average user (3.58%). Our hypothesis is delivering a personalized experience to users at the earliest possible point will improve overall site conversion.

What We Did

We proposed three modules to add to home page for testing:

  1. Cart Completion: This module is designed to encourage users to complete their cart in order to reduce abandonment. Currently only 30% of users who add items to their cart complete a transaction.

  2. Recently Viewed: Users often have trouble finding items that they previously liked, and this module makes that easier for them. Customers that interact with the “Recently Viewed” module today converts about 2x better than average and by making this module more apparent we hope to amplify that effect.
  3. Recommended for You: Currently customers on the home page don’t have any inspiration and we hope to encourage product discovery through this module. As users who interact with product recommendations convert better than those who don’t we hope to make recommendations more discoverable.

Timeline:

2 weeks

Role

UX/UI Designer

Platforms

2 brands, mobile