Lovesac Website

I spearheaded a strategic initiative to evaluate the existing purchase journey and revamp the Lovesac digital ecosystem, aiming to enhance brand preference, purchase experience, and customer satisfaction. The ultimate objective was to empower Lovesac customers with greater control and confidence in navigating a sometimes chaotic journey, ensuring that everyone can easily discover the perfect product.

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The objective of the engagement with Lovesac was to prioritize quick wins for transforming the current website experience. This involved uncovering opportunities, identifying key moments to align consumer needs, and translating these insights into an actionable roadmap for improvement.

Extensive research was conducted, revealing primary moments of elevation in the evaluation, purchase, and adaptation journeys. Primary journey paths were explored with the goal of reinforcing the "Designed for Your Life" mission statement. This was achieved through multi-channel tools that demonstrate to customers precisely how a Lovesac product fits into their space, style, and lives.

Our comprehensive website assessment had a strategic and UX focus, taking into account customer needs and best-in-class principles. The approach aimed at enhancing information architecture, reducing cognitive load, improving visual design, and simplifying user journeys.

Each website page and component underwent a thorough assessment, aligning with the Jobs to be Done framework across six primary categories: awareness, research, evaluation, purchase, delivery/setup, and adaptation. The assessment involved scoring on a 1-5 scale, where 1 indicated extreme pitfalls in the customer's experience. Consequently, insights and recommendations were provided highlighting the brand's strengths and identifying moments of opportunity.

Deliverables

I guided our team to synthesize and compile a comprehensive plan to empower Lovesac with a strategy for enhancing the web and mobile experience, starting with improvements to site navigation. The categories that showed the most significant improvement potential based on research included pages and content related to awareness, research, evaluation, purchase, and post-purchase. Following the website and mobile audit and the delivery of quick wins, we presented Lovesac with a prioritized roadmap outlining how to achieve these design improvements through a phased delivery approach. This included comprehensive design and content recommendations.