At IKEA, earlier attempts to help shoppers find their way had failed. I paused the next one and used customer research and a business case to win backing for a different plan. I led it through rollout.
I brought iOS, innovation and procurement together. We designed for quick trips and longer visits. The work also revealed ways to help staff find items for orders and improve self-service in stores.
At Target, teams had separate plans for the same store. I brought the teams together around one plan and we built a full-size cardboard store so teams and customers could try it together.
I brought research, technology, operations and marketing together and set up regular meetings for VPs and SVPs to review digital projects and make decisions.
I founded IKEA’s Experience Lab so teams and customers could test the whole experience in hours, before committing to a build that could take 6 to 18 months.
I secured funding and hired the Lab’s leader. Demos helped executives decide where to invest. The approach spread globally after I left.
In a separate project, customers needed to feel products and judge their size. We added samples people could touch alongside the digital displays.
At Target, paper tags and hard-to-update software slowed store updates. An engineer and I built Unison so store teams could update screens themselves and pass customer feedback on to the people making the products.
A three-iPad test in one store grew into a platform in 800+ stores, with 99.96% uptime.
Vendors uploaded content directly. Store teams could move it between screens, look up products and log issues. Merchants and startups could hear what customers were saying on the floor.
I led the rollout across store technology, operations and IT.
At Target Open House, customers could try smart-home products in person. I led product selection and partnerships and helped founders bring products to Target buyers. In separate work, I developed an in-store advertising strategy and tested an ad platform with Google.
I helped build IKEA’s store product team, led its work across 39 countries, and mentored four people into leadership. Today I also design, build and ship web and iPhone products with a small team at Seedling.
At IKEA, I led 15 product people, including four managers, and built a platform to connect innovation across countries to what customers and stores needed.
At Seedling, I test with users and improve what we ship. I build for everyday connection, with technology that stays out of the way.
I wanted to make something that could make someone else feel the way that iPod made me feel.