Future retail experience

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.