lululemon X Mentor

I conducted research and developed design concepts to inform an ideal physical/digital in-store checkout experience, 5 years into the future. The work was presented to the lululemon Future Experiences team in Fall 2023, and is still informing projects today.

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Problem

lululemon is chock full of brilliant people with great ideas, however the size and structure of the organization makes cross-disciplinary innovation difficult—notably in the physical checkout experience, which is directly informed by eleven (!) different departments. My team presented a vision for the future of the omni-channel lululemon experience, providing a north star to inspire collaboration across departments.

Approach

I was the primary UX Researcher and Concept Designer on the project, supported by the team at Mentor Creative Group.

The project involved interviews with internal stakeholders, store employees, and customers, secondary research on site and online, data analysis and concept development.

lululemon has enough ideas, so this was not about idea generation. Rather, our value to the project was in gathering insights via research, identifying gaps and opportunities, and pulling the whole together in fresh concepts, presented for the widest variety of department experts.

Process

  1. Research: I conducted 27 in-person and remote interviews with stakeholders, in-store employees, and customers. My team and I also conducted on-site research on 20+ brand experiences.

  2. Evaluation: I analyzed the data for patterns and opportunities

  3. UX Design: Synthesizing the data into form and flows, I designed fresh concepts for both physical and digital opportunities.

  4. Collaboration: Throughout the design process, I was in communication with the lululemon Future Experiences team, to refine designs, navigate politics and gauge receptivity to new concepts.

  5. Presentation and handoff: We teamed up with an illustrator to help bring our concepts to life. I presented the report to the Future Experiences team and a wide array of department leads in September 2023. Future Experiences commended my team and I on a ‘perfectly landed presentation.’

Result

After concluding this project, I was offered a long term UX Researcher contract role within the lululemon team, which has been going on for over a year as I write this.

The report continues to inform collaborative efforts as lululemon moves toward the future of omni-channel guest experiences.