260% increase in site performance, $3.6M saved revenue
Outcomes
Although the outcomes could have been much better if we could have moved faster, P&G is over a hundred years old and has over 100,000 employees so things do tend to move a bit slower. Even so, I feel like we accomplished a lot.
260%
Increase in overall site performance
$3.6M
Saved revenue YoY by modifying a key checkout flow
Performance Challenges & Revenue Loss
When I arrived at P&G and started working on Olay.com, I ran a Lighthouse Audit in the browser and did a cognitive walkthrough/expert review using Occam's Razor to find the most significant opportunities.
After digging through a lot of cruft I found that the performance of the site was lagging significantly and there was a problematic checkout flow that seemed to be blocking users from placing an order after they pressed the submit button.
Upon finding this I made recommendations which were largely ignored for several months but eventually acted upon as I continued to make my case and build rapport with stakeholder's who were impacted by the loss in revenue.
Led Design Efforts, Mentored Designers and Devs
My role on this project was Lead UI/UX Designer working directly with a Product Owner, Business Analyst, Offshore Development team, and several other stakeholders.
I also got to work with a wonderful visual designer with a background in fine arts who I was able to mentor on UX fundamentals while she taught me about some of the finer points of visual design.
Most of this project was spent presenting solutions to stakeholders and trying to get approval to execute them.
The most successful tactic I used was sharing Lighthouse Audits directly with the Offshore Development team who did their best to increase the performance ratings on the site.
Some of my deliverables and tools I used:
Redesigning the home page, product page, and checkout flow - Figma
Analyzing metrics - Google Analytics
Presenting recommendations - Microsoft Teams
Me
What I learned
My most significant challenge on this project was connecting with stakeholders. Coming off of a long run of working with small to mid-size companies, I was accustomed to moving really fast. I ended up pushing too hard and getting frustrated when the value I thought I was providing was not met with appreciation or action. In spite of this I'm still proud of what we were able to accomplish and I learned a lot about communicating and building rapport with stakeholders in a highly politicized environment.
