Background_

Amidst a plummeting stock price and quickly losing marketshare, this big box retailer sought to launch an omni-channel strategy to align and streamline culture, process and a digital ecosystem to its customers.


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What we did_

Recruited by Best Buy to play a key role in their turnaround strategy, Scott led a Digital Experience Center of Excellence made up of UX Strategy, User Research, Information Architecture, Visual Design, Content Strategy, and Program Management. During his tenure here, he inherited a team of 30, scaled it to 58, reorganized functions within the company, collaborated across all levels of the organization, and established user-centered and lean UX processes. 

Demand for services grew 300% in the first 6 months, and we became a key contributor to an NPS increase of 300 basis points with an e-commerce growth rate of 6%. While here, Scott also managed agency partnerships with a variety of digital strategy and design firms, working to build innovation workstreams that made forward-thinking, “mobile-first” prototyping possible.


Industry: Retail

Tags: User Research, Rapid Prototyping, Big Data, Small Data, Information Architecture, Interaction Design, Visual Design, Innovation

Created At: Best Buy


 

Results_

An increase of 300 NPS points, with an e-commerce growth rate of 6%.