Cody Scott
Design portfolio
Available
Using UX principles to build a customer journey map
Turning insights into actions that truly meet user needs at every touchpoint
Turning insights into actions that truly meet user needs at every touchpoint
Turning insights into actions that truly meet user needs at every touchpoint
Product Strategy
Product Strategy
Product Strategy
Overstock
Overstock
Overstock
3 months
3 months
3 months
E-commerce
E-commerce
E-commerce
Context
The best product designers don't just create visuals; they craft experiences that emotionally resonate with their audience. Our objective? To cultivate Overstock's loyal customer base and skyrocket lifetime value through thoughtful design strategies.
Context
The best product designers don't just create visuals; they craft experiences that emotionally resonate with their audience. Our objective? To cultivate Overstock's loyal customer base and skyrocket lifetime value through thoughtful design strategies.
Context
The best product designers don't just create visuals; they craft experiences that emotionally resonate with their audience. Our objective? To cultivate Overstock's loyal customer base and skyrocket lifetime value through thoughtful design strategies.
Stack
Market & Business Vision
Understanding customers deeply meant fostering long-term relationships, not just transactions. By pinpointing loyalty-building moments and segmenting audiences, we laid the foundation for a future where Overstock customers don’t just shop, they stay.
Market & Business Vision
Understanding customers deeply meant fostering long-term relationships, not just transactions. By pinpointing loyalty-building moments and segmenting audiences, we laid the foundation for a future where Overstock customers don’t just shop, they stay.
Market & Business Vision
Understanding customers deeply meant fostering long-term relationships, not just transactions. By pinpointing loyalty-building moments and segmenting audiences, we laid the foundation for a future where Overstock customers don’t just shop, they stay.
Design Goals
Overstock is more than discounts—it’s a place to feel at home. We mapped the customer experience end to end, ensuring every touchpoint felt personal, valuable, and loyalty-worthy.
Design Goals
Overstock is more than discounts—it’s a place to feel at home. We mapped the customer experience end to end, ensuring every touchpoint felt personal, valuable, and loyalty-worthy.
Design Goals
Overstock is more than discounts—it’s a place to feel at home. We mapped the customer experience end to end, ensuring every touchpoint felt personal, valuable, and loyalty-worthy.
User Insights & Behavioral Patterns
Every department had a different story. From marketing to support, we uncovered unique challenges each team faced, weaving insights into a journey that felt cohesive. Navigation, brand identity, and value perception all played key roles in reshaping the Overstock experience.
User Insights & Behavioral Patterns
Every department had a different story. From marketing to support, we uncovered unique challenges each team faced, weaving insights into a journey that felt cohesive. Navigation, brand identity, and value perception all played key roles in reshaping the Overstock experience.
User Insights & Behavioral Patterns
Every department had a different story. From marketing to support, we uncovered unique challenges each team faced, weaving insights into a journey that felt cohesive. Navigation, brand identity, and value perception all played key roles in reshaping the Overstock experience.
Artifacts
Our discovery phase was way beyond numbers; it was like shining a light on the real customer journey. Every interaction, touchpoint, and decision created a story that helped us understand what our customers are all about.
Artifacts
Our discovery phase was way beyond numbers; it was like shining a light on the real customer journey. Every interaction, touchpoint, and decision created a story that helped us understand what our customers are all about.
Artifacts
Our discovery phase was way beyond numbers; it was like shining a light on the real customer journey. Every interaction, touchpoint, and decision created a story that helped us understand what our customers are all about.
Deliverables
Customer journey mapping highlighted the potential for strategic optimizations and delivered quick wins, notably improving communication for our loyalty program and optimizing B2B order fulfillment.
Deliverables
Customer journey mapping highlighted the potential for strategic optimizations and delivered quick wins, notably improving communication for our loyalty program and optimizing B2B order fulfillment.
Deliverables
Customer journey mapping highlighted the potential for strategic optimizations and delivered quick wins, notably improving communication for our loyalty program and optimizing B2B order fulfillment.
Design improvements and projects that were influenced by the customer journey map
Communicating the value of our loyalty club membership
Helping users pick up where they left off
A chatbot that aims to decrease customer service chat wait time
Improving B2B purchase and fulfillment notifcations
From purchase to fulfillment, is an opportunity to streamlining processes and sculpt a holistic user experience.
Design improvements and projects that were influenced by the customer journey map
Communicating the value of our loyalty club membership
Helping users pick up where they left off
A chatbot that aims to decrease customer service chat wait time
Improving B2B purchase and fulfillment notifcations
From purchase to fulfillment, is an opportunity to streamlining processes and sculpt a holistic user experience.
Design improvements and projects that were influenced by the customer journey map
Communicating the value of our loyalty club membership
Helping users pick up where they left off
A chatbot that aims to decrease customer service chat wait time
Improving B2B purchase and fulfillment notifcations
From purchase to fulfillment, is an opportunity to streamlining processes and sculpt a holistic user experience.
Key Results & Takeaways
🚀 Holistic Harmony: Every department played a crucial role, collaborating to construct a holistic customer journey map.
🌐 Unified Vision, Powerful Impact: A shared strategic vision emerged amoung departments. The result? A map that can reshape every touchpoint, infusing the essence of the Overstock brand into each customer interaction.
🔄 Dynamic Optimization: The journey map isn't static; it's a dynamic guide for continuous improvement. It keeps us agile, adapting to the ever-evolving needs of our customers and the market.
Key Results & Takeaways
🚀 Holistic Harmony: Every department played a crucial role, collaborating to construct a holistic customer journey map.
🌐 Unified Vision, Powerful Impact: A shared strategic vision emerged amoung departments. The result? A map that can reshape every touchpoint, infusing the essence of the Overstock brand into each customer interaction.
🔄 Dynamic Optimization: The journey map isn't static; it's a dynamic guide for continuous improvement. It keeps us agile, adapting to the ever-evolving needs of our customers and the market.
Key Results & Takeaways
🚀 Holistic Harmony: Every department played a crucial role, collaborating to construct a holistic customer journey map.
🌐 Unified Vision, Powerful Impact: A shared strategic vision emerged amoung departments. The result? A map that can reshape every touchpoint, infusing the essence of the Overstock brand into each customer interaction.
🔄 Dynamic Optimization: The journey map isn't static; it's a dynamic guide for continuous improvement. It keeps us agile, adapting to the ever-evolving needs of our customers and the market.
Recent Work
Available for Work
Available for Work