[2016]
Disney
Director of CX Strategy
Future retail experience
Crafting unified strategic communications for the future of Disney's online and offline retail experiences.
Summary
Disney was developing their future commerce experiences with a focus on unifying online and offline. The challenge was integrating (for the first time), vastly different brand families including Disney, Pixar, Star Wars, and Marvel.
To help craft a cohesive future-ready customer experience, they partnered with our team at RED Interactive to research, design and develop an omni-channel communications framework, user experience strategy, and design system to support the merger of disparate franchises and new audiences from across the Disney fan world.
My Role: Director of CX Strategy Led the research, planning, and UX strategy (flows, journeys, personas) including multi-member strategy and data research team.
