Whether it’s researching in our onsite UX Lab or listening to calls on the front line in our onsite customer closeness center, we have access to our customers every single day which helps us to stay true to why we’re doing the things we do.
Digital product team.
Let’s build innovative, customer-centric experiences.
The digital product team work together to create new experiences for our 4 million target customers.
They're on a mission; designing what our customer interactions with us should look like now and in the future, taking customer insight to fuel creative new tech solutions and improvements to the journey.
They have some pretty big plans too, a rebuild of the technology they work with is just the start!
As the eyes and ears to our customers, the team have a wealth of insight on customer satisfaction and dissatisfaction in their shopping touchpoints with us. They take this from a number of sources including our in-house UX lab, customer surveys and data science teams, discovering issues and opportunities to help us drive great outcomes for the customer.
How the digital product team work.
They're a truly collaborative bunch! Working with many disciplines right across our business to deliver amazing things, every day.
A typical squad could include:
- Product owners: using their high level perspective to create a vision for our product and the goals to get there. They make decisions to ensure we drive the right outcome for our customers.
UX design: driving our products from a customer-centric standpoint through both discovery and delivery tracks.
UX research: conducting research that spans the whole product lifecycle from discovery through to validation through a range of qualitative and quantative methods.
Data analytics: utilising data to inform and understand what our customers want and where we can improve.
Business analysts: coaching the squad to understand and describe the problem or opportunity we are trying to solve and the plan to solve it.
Delivery managers: ensuring the teams meet their goals in the most effective way, obsessing about what the team are delivering and how they are doing it.
Engineers: working closely with our tech team, to build our systems and services to make a difference for our customers.
QA: putting automation at the heart of everything we do. they collaborate with this team to get ideas to our customers quickly.
Our UX Researcher's at Shop Direct design and conduct research studies that span all phases of product development uncovering both behaviours and attitudes, they are curious, empathetic and passionate about pushing the boundaries, gaining a deep understanding of what makes our customers tick. They use their expertise to drive the product vision, uncover new opportunities, find creative ways to problem solve and make sure we’re always focused on the things that matter the most.
UX App Designer
Our UX App Designer's at Shop Direct have direct influence over the future direction of our customer experience together with the product team to discover, design, develop and scale exceptional intuitive and distinctive digital customer centric experience that deliver measurable results. They contribute to the future of UX Design at Shop Direct.