After a large replatforming exercise bringing 3 different brands into one system, the Super Retail Group needed to expedite their backlog of projects but was challenged as they had only just created the beginnings of their internal design team.

Before the migration to Salesforce Commerce Cloud, each brand worked independantly at their own digital experiences foster a siloed design approach.

Our goals were:

• Expedite their backlog of initiatives and deliver 5 concurrent projects, from design through to development
• Improve design operations and set up frameworks for future success
• Unify the brands and strategy for digital delivery optimising process and providing efficiencies in spend
• Put the customer at the heart of their digital decision making

The playing field:

• Multiple concurrent projects across 3 brands needed to be delivered in a timely fashion on a new platform
• Limited internal CX/UX existed within the organisation
• Multiple brands with multiple strategies for digital delivery with different capabilities and levels of maturities.
• Process bottlenecks slow decision making processes
• Loose design guidelines for each brand

The Solution

Design the right processes, involving the right people, at the right time to push design and development forward. In parallel, tranisiton the design processes to the internal team:

The right amount of UX

Not wanting to recreate the wheel, defining the right amount of process was crititical to the success. Enabling teams to succeed rather than adding process that didn't add value (Lean mentality)

Collaborative design

Great design is a collaborative process. We brought together the relevant team members, different roles and partners into the strategic design journey.

We integrate with SRG's team and partners (development) seamlessly at whatever level was needed.

Mixed methodologies

Like many companies, SRG's capabilities and structure was unique to them. Using the best parts of product designs process such as Agile (for sprinting), Lean for process optmisations and Design Thinking for collaborative, we designed processes.

Unlocking existing data

Finding, acessing and using data within the company was an important part of process optimisation. Like many companies, SRG already knew a lot about their customers.

By centralising and utilising this data, we were able to greatly improve the design process from an opinion based approach to a data backed approached.

Using a combination of modern design frameworks, we put in a place a plan to achieve their goals.

Using design thinking as a basis, we ensured each project had a robust process involving stakeholders where necessary. Keeping focus during the project with a series of workshops that build upon each other enabling faster design time and quicker design acceptance.

Using a human centred design lense

Each project had a defined process we followed (in parallel) to ensure consistency and define future project processes. Each step had the inputs required and the outputs we created.

Meta

Client: Super Retail GRoup (https://www.superretailgroup.com.au/)

Duration: 4 years (20+ projects)

Team: YUZA