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Identify and implement improvements or new features to enhance the usability, accessibility and consistency across digital platforms

Sep 2022 - Now

Areas of responsibility
User research, Data analysis, Industry Research, Persona creation, Workshop facilitation, Prototyping, User testing, A/B testing
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The Body Shop At Home

The Body Shop At Home is a channel that empowers independent consultants to share and sell The Body Shop's products directly to their clients. I am responsible for the UX design of the two platforms that support this program:


Business Hub- a data-heavy platform for consultants to monitor their performance and Personal Website.


Personal Website- a personalised e-commerce website tailored to consultants' customers.


I played a pivotal role in crafting a seamless and engaging digital experience for consultants and their customers, resulting in increased sales and enhanced customer satisfaction.

Project 02

The primary avenue for consultants to connect with a broad audience and promote our products is through event organisation, whether in a physical or virtual setting. During these events, consultants showcase product usage illustrating the positive effects of our products. After that, consultants have conversations with the participants to recommend products tailored to their skin types. Customers can then make purchases through the Personal Website.

Working closely with product owners, I initiated user research by conducting interviews, workshops, and customer data analysis, as well as distributing questionnaires to understand the process and primary challenges associated with event organisation. Through this process, we uncovered various pain points, such as the time-consuming nature of assisting customers with creating baskets and placing orders, confusion during the checkout process, reluctance to pay shipping fees, insufficient training materials for new consultants, and the necessity of maintaining connections with their customers.

Based on the insights, we made impactful quick wins to our platforms to simplify the consultant-customer interaction.


For instance, consultants can now easily share a customised basket with customers through a link or QR code. This enhancement minimises the time consultants spend on basket duplication for customers, allowing them to focus more on conversations during the events. Customers also benefit from the convenience of proceeding directly to the payment stage.

Furthermore, we undertook a comprehensive redesign of the checkout experience on the Personal Website, resulting in a simpler and clearer one-page process which significantly reduced the dropout rate at this stage. 


These changes directly addressed the feedback we received from consultants and customers, who highlighted the confusion and complexity of the previous checkout process. We have received excellent feedback from users, and we remain committed to addressing larger issues through ongoing discussions with the business and relevant stakeholders.

Project 03

The team employed similar user research methods to explore opportunities for enhancing the usage of reports that consultants rely on daily to track performance. We identified significant challenges, particularly for new consultants, including difficulty in understanding and utilising data, inconsistency in style and layout, confusion with filters and sorting features, and the inclusion of unnecessary information.


Combining these user research insights with my UX review of the platform, our objective was to enhance consistency and accessibility across all reports and present complex data in a user-friendly manner. The team implemented a series of modifications to these reports, prioritising a mobile-first approach. As a result, we observed a notable improvement in consultants' task success rate and reduced time spent on tasks.

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