Geraldine Le Strugeon

UX/CX support within the framework of the digital transformation of the La Gazette group: journey redesign, mockups, competitive analysis, project management

Ad hoc support on various customer experience related topics:

- Header/footer redesign: information architecture, mockups

- Customer testimonials project: definition of the journey from collection to publication, benchmarking, co-creation workshop, wireframes

- Contact form redesign: analysis of incoming requests, stakeholder interviews (customer service/support), information prioritization, mockups

- Evolution of the design tool: analysis of the current journey, competitive benchmarking, analysis of existing user data, mockups

From 07/2022 to 07/2023 (2 days/week) > Support for the product team on the connected order management tool (e-commerce and in-store digital orders) for customer relations centers (CRC): tool audit / journey mapping, exploration of customer relations trends, writing test protocols for new journeys, exploratory interviews, implementation of a quarterly satisfaction questionnaire + UX measurement (SUS questionnaire), observation of CRCs / exploratory questionnaires to understand their organization and how they manage activity.

From 03/2022 to 06/2022 (2 days/week) > Scoping and definition of journeys for a new tool to create and test in-store signage.

From 11/2021 to 02/2022 (2 days/week) > Support for the PM on the Product Testing service to conduct exploratory interviews with store employees and customers to reflect on the strategy and vision of the service and compare it with other services / decision to stop the service end of 2022.

From 03/2021 to 11/2021 (4 days/week) > Participation in the design of tools for store employees and/or support function employees at Decathlon United (mobile apps / large format tools): user research, user journeys, wireframes, testing