INTERIOR DEFINE

Direct-to-consumer furniture brand Interior Define enables customers to personalize the most important spaces — living room, dining room, and bedroom — in their homes.

 
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Content Design and user Research

In addition to leading ID’s brand strategy, I collaborated with the product design and customer experience teams on key UX initiatives:

  • Crafted all in-app messaging and for AR app, designed to allow customers to visualize customized furnishings in their space

  • Revamped post-purchase account and email experience with order status updates to improve customer sentiment and reduce CX tickets

  • Conducted Jobs theory-style interviews of 30 individuals from three different customers segments to better understand customer journey, needs, and assessment of ID