H&M Project Lighthouse: Store CX Vision

Mission: Deliver a vision for the customer experience in store. Use the project to drive design thinking in the organisation and de-risk future investment.

Scope: 20 weeks, interviews in 5 countries. Core team of 8, project team of 16.

My Role: Co-Design Lead with IDEO Design Lead

Outcome: A customer journey built on customer needs and an accompanying vision guidebook to aid leaders in their prioritisation and customer centric thinking.